Front Desk Agent | PEP Experience Preferred

Shamin Hotels; Virginia Beach (VA); On-site; USD 32,000 - 42,000; Full time

Job summary

Shamin Hotels is seeking a Guest Services Agent (Front Desk Agent) at the Hampton Inn & Suites by Hilton Virginia Beach Town Center in Virginia Beach, VA. The role focuses on welcoming guests, check-in/check-out, and delivering exceptional hospitality in a fast-paced hotel environment.

Responsibilities include handling guest requests, processing payments, managing reservations, and coordinating with Housekeeping to ensure room readiness, while upholding brand standards and safety procedures.

Responsibilities

• Welcomes guests warmly, completes check-in and check-out efficiently, and ensures every interaction reflects company and brand standards.
• Answers phones, responds to guest requests, and resolves concerns promptly — escalating to a manager when needed.
• Processes payments accurately, manages cash and credit transactions, and maintains a balanced shift bank.
• Takes and modifies reservations, communicates room availability, and coordinates with Housekeeping and Maintenance on room readiness.
• Provides local recommendations and information on hotel amenities, services, and the Virginia Beach area.
• Maintains a clean, organized, and professional front desk and lobby area.
• Follows all safety, security, and emergency procedures to protect guests, team members, and property.
• Reports for scheduled shifts, on time and in uniform, in accordance with company policy.
• Knows and complies with all company policies and procedures pertaining to this position and its duties.
• Takes the initiative to greet guests in a friendly and warm manner.
• Performs other related duties as required.

Job description

Guest Services Agent (Front Desk Agent) – Hampton Inn & Suites by Hilton Virginia Beach Town Center

Position Overview

• Job Title: Guest Services Agent (Front Desk Agent)
• Location: 4595 Columbus Street, Virginia Beach, VA 23462
• Reports To: Front Office Manager / Front Desk Supervisor
• Schedule: Variable hours, must include weekends and holidays. Shifts may include mornings and evenings based on volume.
• Work Environment: Modern hotel in the heart of Virginia Beach's Town Center business and entertainment district

Summary

As a Guest Services Agent, you are the first and last point of contact for our guests and set the tone for an exceptional stay. You handle check-in and check-out, respond to guest needs, process transactions accurately, and coordinate across departments to keep the front desk running smoothly. This role is a great fit for someone who takes pride in hospitality, stays calm under pressure, and enjoys solving problems on their feet.

Job Functions

• Welcomes guests warmly, completes check-in and check-out efficiently, and ensures every interaction reflects company and brand standards.
• Answers phones, responds to guest requests, and resolves concerns promptly — escalating to a manager when needed.
• Processes payments accurately, manages cash and credit transactions, and maintains a balanced shift bank.
• Takes and modifies reservations, communicates room availability, and coordinates with Housekeeping and Maintenance on room readiness.
• Provides local recommendations and information on hotel amenities, services, and the Virginia Beach area.
• Maintains a clean, organized, and professional front desk and lobby area.
• Follows all safety, security, and emergency procedures to protect guests, team members, and property.
• Reports for scheduled shifts, on time and in uniform, in accordance with company policy.
• Knows and complies with all company policies and procedures pertaining to this position and its duties.
• Takes the initiative to greet guests in a friendly and warm manner.
• Performs other related duties as required.

We Live by Our "TOP" Values

• T – TEAM UP: Collaborate, support others, and stay golden
• O – OWN IT: Take pride, stay accountable, and never stop learning
• P – PASSIONATELY SERVE: Be positive, show you care, and create memorable experiences

We're looking for team players who embody these values every day.