Front Desk Agent

Sagemont Hotels; Los Angeles (CA); On-site; USD 26,000 - 33,000; Full time

Job summary

Hampton Inn Los Angeles/Hollywood is seeking a Front Desk Agent to be the guest’s first impression and ensure a smooth arrival and departure. You will greet guests, handle check-ins/outs, and promote the hotel’s services while upholding Wings of Excellence standards.

You will collaborate with housekeeping and management to maintain room status, assist with reservations, balance transactions in the PMS, and respond to guest needs with professionalism including nights, weekends, and holidays.

Qualifications

• High school diploma or equivalent required.
• Hospitality coursework is preferred.
• Experience in front desk or guest service is advantageous.

Responsibilities

• Greet guests warmly and professionally on arrival and departure.
• Perform efficient check-in and check-out procedures.
• Balance front desk transactions and payments in the PMS system.
• Assist with same-day reservations and group check-ins as needed.
• Maintain clear communication with housekeeping, maintenance, and management.
• Document guest interactions and shift notes per hotel SOP.
• Respond promptly to calls, emails, and internal messages using approved systems.

Skills

Customer service

Communication skills

Organizational skills

Multitasking

Education

High school diploma or equivalent

Hospitality coursework preferred

Tools

PMS software (Hilton OnQ/PEP, Marriott FOSSE, ChoiceADVANTAGE, IHG Opera Cloud)

Job description

At Hampton Inn Los Angeles/Hollywood,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.