Front Desk Agent

Hampton Inn Waldorf•Waldorf, MD

16d

About The Position

The Front Desk Agent is the first point of contact for hotel guests and helps maintain the hotel's service standards and guest satisfaction. The role provides friendly, professional, and efficient guest service; manages check-ins, check-outs, and reservations; processes payments and related transactions; responds to guest questions and concerns; and coordinates with other hotel departments to support a positive guest experience.

Requirements

High school diploma or equivalent preferred.
Previous hotel front desk or customer service experience preferred.
Excellent customer service and communication skills.
Professional appearance and a positive, welcoming attitude.
Basic computer skills and the ability to learn hotel property management systems.
Strong attention to detail and the ability to handle payments accurately.
Ability to multitask and remain professional in a fast-paced environment.
Dependable, punctual, and able to work independently as well as part of a team.
Ability to work flexible schedules, including weekends, holidays, evenings, and overnight shifts as required.
Ability to maintain guest confidentiality and follow hotel security procedures.

Nice To Haves

Previous experience with Marriott, Hilton, or another branded hotel.
Familiarity with hotel reservation systems and front office procedures.
Experience with guest loyalty programs and guest satisfaction standards.
Experience handling guest complaints and resolving service issues.

Responsibilities

Welcome guests and provide professional, friendly, and efficient service.
Process guest check-ins and check-outs accurately and promptly.
Make, modify, and cancel reservations as needed.
Verify guest identification, payment methods, and reservation information.
Process payments, deposits, refunds, and other transactions in accordance with hotel procedures.
Answer telephone calls, respond to guest inquiries, and provide information about hotel amenities and services.
Address guest complaints and resolve concerns professionally, escalating issues to management when necessary.
Coordinate with Housekeeping to ensure rooms are clean, inspected, and ready for arriving guests.
Communicate guest requests and maintenance issues to the appropriate departments.
Maintain accurate guest records, room assignments, and shift reports.
Follow cash-handling procedures and complete required shift-balancing activities.
Promote hotel amenities, available services, and guest loyalty program enrollment, as applicable.
Maintain a clean, organized, and professional front desk area.
Follow hotel policies, brand standards, security procedures, and emergency protocols.
Complete shift duties, including required reports and handoff notes.