Front Desk Agent

ADP, Inc.; Fremont (CA); On-site; USD 23,000 - 32,000; Full time

Job summary

Homewood Suites Fremont is seeking a Front Desk Agent to be the guest's first impression, greeting arrivals and handling check-ins and check-outs with warmth and professionalism. You will balance transactions in the PMS, assist with reservations, coordinate with housekeeping and management, and respond to guest requests while upholding Wings of Excellence standards.

This role requires a high school diploma (hospitality coursework preferred), at least 1 year of front desk or customer service

Qualifications

• Minimum 1 year of front desk or customer service experience, hotel experience preferred.
• Proficiency with PMS systems as listed.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to multitask in a fast-paced environment while maintaining professionalism.

Responsibilities

• Greet guests with warmth and professionalism.
• Check-in and check-out efficiently, per standards.
• Balance front desk transactions and manage payments.
• Coordinate with housekeeping, maintenance, and management.
• Respond to guest requests and resolve issues promptly.
• Maintain accurate front desk logs and document incidents.

Skills

Front desk experience

Customer service

Communication skills

Multitasking

Attention to detail

Organizational skills

Education

High school diploma or equivalent

College coursework in hospitality preferred

Tools

Hilton OnQ/PEP

Marriott FOSSE

Choice Advantage

IHG Opera Cloud

Job description

2 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.