Front Desk Agent

ADP, Inc.; Menifee (CA); On-site; USD 24,000 - 38,000; Full time

Job summary

Fairfield Suites Menifee is seeking a Front Desk Agent to be the guest's first impression and Ground Control of the hospitality experience. You will ensure smooth arrivals and departures, maintain our Wings of Excellence standards, and promote hotel amenities.

The role requires greeting guests, handling check-ins/outs, and coordinating with housekeeping and management to deliver exceptional service. Nights, weekends, and holidays flexibility is required.

Qualifications

• High school diploma or equivalent required.
• Minimum 1 year of front desk or customer service experience (hotel experience strongly preferred).
• Proficiency with PMS systems (Hilton OnQ/PEP, Marriott Stay PMS, 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.

Responsibilities

• Greet guests with warmth and professionalism during arrival and departure.
• Assist check-in/check-out efficiently per brand and hotel standards.
• Resolve guest concerns with empathy and discretion to ensure satisfaction.
• Promote hotel amenities and local attractions to enhance guest experience.
• Balance cash, credit, and room charges per policies.
• Coordinate with housekeeping and management on room status and VIP arrivals.

Skills

Guest service

Communication

Organization

Multitasking

Education

High school diploma or equivalent

Tools

Hilton OnQ/PEP

Marriott Stay PMS

ChoiceAdvantage

IHG Opera Cloud

Job description

At Fairfield Suites Menifee, 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 Stay PMS, 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.