Front Desk Agent

Sagemont Hotels; Fremont (CA); On-site; USD 23,000 - 32,000; Full time

Job summary

Homewood Suites Fremont is seeking a Front Desk Agent to welcome guests, check them in and out, and deliver friendly, efficient service in line with our Wings of Excellence standards.

You will balance transactions in the PMS, assist with reservations, coordinate with housekeeping, and respond to guest requests with empathy. This role requires flexibility for nights, weekends, and holidays, and offers an opportunity to be part of a dedicated hospitality team.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year front desk or customer service experience (hotel preferred).
• PMS systems proficiency (Hilton OnQ/PEP, Marriott FOSSE, ChoiceADVANTAGE, or IHG Opera Cloud).
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.

Responsibilities

• Greet guests warmly and manage check-in/check-out.
• Handle reservations, room assignments, and payment processing.
• Communicate with housekeeping and management about room status and guest needs.
• Uphold brand standards and maintain a professional front desk area.

Skills

Customer service

Verbal communication

Written communication

Multitasking

Organization

Education

High school diploma or equivalent

College coursework in hospitality (preferred)

Tools

Hilton OnQ/PEP

Marriott FOSSE

ChoiceADVANTAGE

IHG Opera Cloud

Job description

4 days ago Requisition ID: 1205

Salary Range: $20.00 To $20.00 Hourly

At Homewood Suites Fremont, every team member plays a vital role in our mission to Soar to Success. As a Front Desk Agent, you are the guest’s first impression — the Ground Control of our hospitality experience — ensuring every arrival and departure is smooth, memorable, and consistent with our Wings of Excellence standards.

Front Desk Agents serves as the first point of contact for guests, ensuring an exceptional arrival and departure experience. This position upholds the Hotel's commitment to hospitality excellence by delivering professional, friendly, and efficient service that embodies our brand values of ownership, accountability, and guest-first culture.

Key Responsibilities Include:

Guest Experience

• Greet all guests with warmth and professionalism upon arrival and departure.
• Perform check-in and check-out procedures efficiently, accurately, and in accordance with brand and Hotel standards.
• Ensure guest satisfaction by anticipating needs and resolving issues promptly with empathy and discretion.
• Promote hotel amenities, local attractions and programs to enhance the guest experience.
• Handle all guest complaints or concerns professionally, escalating as needed to the Front Desk Manager or General Manager.

Reservations & Financial Transactions

• Manage room assignments, rate verifications, and payment authorizations accurately in the Property Management System (PMS).
• Balance all front desk cash, credit, and room charge transactions in compliance with accounting policies.
• Assist with same-day reservations, group check-ins, and modifications as needed.

Communication & Coordination

• Maintain clear communication with housekeeping, maintenance, and management regarding room status, guest requests, and VIP arrivals.
• Document all key guest interactions, incidents, and shift details in the Front Desk Log per Hotel's SOP.
• Respond promptly to calls, emails, and internal messages using approved communication systems.

Compliance & Brand Standards

• Adhere to all Hotel's policies, brand training, and safety procedures.
• Maintain a clean, organized, and professional front desk workspace at all times.
• Uphold confidentiality of guest and company information in accordance with data privacy laws and brand policies.
• This position requires flexible availability, including nights, weekends, and holidays.
• This position works as one part of the Hotel team and shares in our culture.
• Uniform and appearance standards must be maintained at all times per the Hotels policy.

Qualifications

• High school diploma or equivalent required; college coursework in hospitality preferred.
• Minimum 1 year of front desk or customer service experience (hotel experience strongly preferred).
• Proficiency with PMS systems (Hilton OnQ/PEP, Marriott FOSSE, Choice ChoiceADVANTAGE, or IHG Opera Cloud preferred).
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to multitask in a fast-paced environment while maintaining composure and professionalism.