Front Desk Agent

Homewood Suites by Hilton (Huntington Hotels) • Sunnyvale, CA

2d • $20 - $22

About The Position

The Front Desk Agent, also called Guest Experience Specialist in the posting, supports hotel guests throughout their stay by delivering friendly, professional service and handling front desk operations. The role includes greeting guests, managing room assignments and keys, completing check-ins and check-outs, processing payments and invoices, answering calls, coordinating transportation, and sharing information about hotel amenities and nearby attractions. The agent also manages guest mail and messages, assists with in-room features, records and follows up on guest feedback, communicates guest needs to other departments, resolves billing issues, promotes hotel rates and packages, and conducts tours of guestrooms and meeting spaces. The position requires a flexible schedule, including nights, weekends, and holidays as needed, and may involve helping wherever needed across hotel operations. It is non-exempt and eligible for overtime under applicable federal and California requirements. Meal and rest periods, accurate timekeeping, paid sick leave, and other legally required benefits are provided in accordance with applicable law.

Requirements

• High school diploma or equivalent.
• Customer service experience and the ability to make guests feel welcome.
• Strong verbal and written communication skills.
• Professional appearance and courteous demeanor.
• Strong attention to detail and accuracy with cash handling and billing.
• Ability to multitask and remain calm in a busy environment.
• Flexible availability for varied shifts, including nights, weekends, and holidays as needed.
• Ability to stand, sit, or walk for extended periods.
• Ability to move throughout the hotel to support guest needs.
• Ability to move, lift, carry, push, pull, and place objects up to 25 pounds without assistance.
• Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping.

Nice To Haves

• Previous hotel front desk experience.

Responsibilities

• Greet guests warmly and professionally.
• Manage room assignments and distribute keys.
• Stay informed about hotel events to support smooth guest experiences.
• Handle guest check-ins and check-outs.
• Process payments and prepare accurate guest invoices.
• Keep the front desk organized, clean, and safe.
• Provide information about hotel amenities and local attractions.
• Recommend nearby dining, entertainment, and shopping options.
• Manage guest mail and messages discreetly.
• Coordinate transportation arrangements.
• Respond calmly and effectively during emergencies.
• Answer calls promptly and professionally.
• Assist guests with in-room features.
• Log and follow up on guest feedback.
• Communicate guest needs to the appropriate departments.
• Resolve billing issues accurately and carefully.
• Handle transactions securely and with integrity.
• Use property management systems and other technology tools.
• Promote current rates, offers, and hotel packages.
• Conduct tours of guestrooms and meeting spaces for prospective guests.
• Assist with other tasks as needed.
• Accurately record scheduling, timekeeping, and all hours worked.

Benefits

• Paid sick leave and other required benefits in accordance with applicable California and local requirements.
• Meal and rest periods in accordance with California requirements.
• Overtime eligibility under applicable federal and California wage and hour requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED