Front Desk Agent

Hampton Inn Irvine/Orange County Airport is looking for a friendly, professional, customer-oriented Front Desk Agent to join our team. As a Front Desk Agent, you will be our guests' first point of contact, providing exceptional service that reflects Hilton’s commitment to excellence. Your role will involve welcoming guests, managing reservations, and ensuring every guest enjoys a seamless and comfortable stay.

Key Responsibilities:

Efficiently handle guest check-ins and check-outs, ensuring all procedures follow Hilton standards. Verify guest information, assign rooms, and process payments accurately.

Manage and update reservations in the property management system (PMS). Assist guests with booking inquiries, modifications, and cancellations.

Provide exceptional service by addressing guest inquiries, concerns, and requests. Resolve issues promptly and professionally, ensuring guest satisfaction.

Liaise with housekeeping, maintenance, and other hotel departments to fulfill guest requests and ensure smooth operation. Relay important information to appropriate departments.

Accurately process guest payments, including room charges, incidentals, and other transactions. Securely handle cash, credit cards, and other forms of payment.

Promote and enroll guests in Hilton Honors, Hilton’s loyalty program, and explain membership benefits.

Adhere to all hotel security, fire, and safety policies and ensure compliance with local, state, and federal regulations.

Assist with luggage handling, transportation arrangements, and other guest services as needed. Maintain a clean and organized front desk area.

Drive the shuttle airport to and from the airport according to scheduled runs or guest requests.

Qualifications:

Previous experience in a customer service role, preferably in the hospitality industry. Experience with front desk operations is a plus.

Strong communication and interpersonal skills. Ability to multitask in a fast-paced environment. Detail-oriented with a focus on accuracy.

Familiarity with property management systems (PMS), preferably OnQ by Hilton, PEP by Hilton, and proficiency in Microsoft Office.

A passion for delivering outstanding guest service and a commitment to Hilton’s standards of hospitality.

Valid driver’s license with a clean driving record for at least 5 years.

Flexibility to work various shifts, including mornings, evenings, weekends, and holidays as hotel operations require.

Benefits:

Competitive hourly wage with opportunities for growth within Hilton

Health, dental, and vision insurance

401(k) retirement plan

Paid time off and holiday pay

Hilton Team Member Travel Program, offering discounted stays at Hilton properties worldwide

Comprehensive training programs and career development opportunities