Front Desk Agent/Night Auditor

Hilton Garden Inn / Home2 Suites by Hilton Houston; Houston (TX); On-site; USD 30,000 - 42,000; Full time

Job summary

Hilton Garden Inn / Home2 Suites by Hilton Houston is seeking a Front Desk Clerk/Guest Service Agent to welcome guests and manage check-ins/check-outs. You will respond to inquiries and coordinate with housekeeping to ensure guest satisfaction while maintaining front desk operations in line with brand standards.

The role involves greeting guests, handling reservations, and providing shuttle or van services where applicable, with an emphasis on safety and professional service.

Qualifications

• 1+ years hospitality or customer-service experience preferred.
• Experience with hotel POS or reservation systems is a plus.
• Excellent communication and problem-solving skills.

Responsibilities

• Greet guests warmly and professionally upon arrival.
• Process check-ins, check-outs, and room assignments.
• Handle guest requests and inquiries with courtesy.
• Manage phone calls and reservations.
• Collaborate with housekeeping to ensure guest satisfaction.
• Uphold safety and cleanliness standards in the front desk area.
• Communicate hotel services and shuttle options to guests.

Skills

Front desk experience

Customer service

Cash handling

Communication skills

Education

6 months front desk experience; preferably brand experience

Job description

Job Title: Front Desk Clerk/Guest Service Agent

Department: Rooms

Supervisor: Front Office Manager, Guest Service Manager, and/or GM

Summary

As a Front Desk Agent, you are the first point of contact for guests, delivering exceptional service and creating a welcoming experience. You will handle check-ins and check-outs, manage reservations, respond to guest inquiries, and ensure smooth front desk operations in accordance with hotel standards.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Greet guests warmly and professionally upon arrival.
• Process check-ins, check-outs, and room assignments efficiently.
• Handle guest requests, complaints, and inquiries with courtesy and urgency.
• Manage phone calls, reservations, and room availability.
• Maintain accurate records and perform basic cashiering duties.
• Collaborate with housekeeping and other departments to ensure guest satisfaction.
• Uphold safety, security, and cleanliness standards in the front desk area.
• Consistently communicate hotel services and amenities to guests.
• Effectively communicate shift change over information as needed.
• Drive hotel van for guests within a two-mile radius (if applicable).

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

6 months or more of front desk experience; preferably with brand experience

Certificates, Licenses, Registrations

May be required to hold a current TABC (TX) or RVSP (LA) certification. Must have a valid Driver's License if driving hotel shuttle.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee will be regularly required to stand and walk for prolonged periods of time and occasionally sit. The employee must occasionally lift pull/push and/or move up to 25 pounds.