Guest Services Agent

Home2 Suites by Hilton West Sacramento; West Sacramento (CA); On-site; USD 23,000 - 32,000; Full time

Job summary

Home2 Suites by Hilton West Sacramento is seeking a Guest Service Agent to warmly check guests in and out, answer inquiries, and provide information about the property. You will handle payments according to hotel requirements and deliver courteous service to every guest.

The role emphasizes resolving issues with empathy, maintaining front desk operations, and supporting other departments to ensure a seamless guest experience for both business and leisure travelers. A flexible schedule is needed.

Qualifications

• A minimum of six months in customer service, preferably in a hotel setting.

Responsibilities

• Greet and assist guests at check-in and check-out in a friendly, professional manner.
• Resolve guest issues, complaints and requests with urgency and empathy.
• Ensure front desk procedures (room assignments, payments, key distribution) are accurate.
• Maintain knowledge of hotel features, services, hours, and room types; assist manual reservations.

Skills

Customer service

Front desk

Communication

Cashiering

Tools

Quore

Outlook

Hotel Radios

Job description

115 rooms | Amenities: free hot breakfast, extended stay, in room kitchen, outdoor pool, fitness center, pet friendly. Our hotel offers a welcoming, at-home experience just half a mile from Old Sacramento and the city’s downtown attractions. Conveniently located 15 minutes from Sacramento International Airport and only one mile from the State Capitol, Golden 1 Center, and the Sacramento Convention Center, we provide the perfect blend of comfort and accessibility for both business and leisure travelers. Join our team and help create a stay worth returning to. Pay Range: $16.90-$23.50

Job Title

Guest Service Agent

Job Summary

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

Guest Services & Operations

• Completes all daily front desk agent tasks Greet and assist guests in a friendly, professional manner during check-in, check-out, and throughout their stay.
• Resolve guest issues, complaints, and requests with a sense of urgency and empathy.
• Ensure that all front desk procedures (room assignments, payment processing, key distribution) are performed accurately.
• Maintain knowledge of all hotel features, services, hours of operation, room types Ensure all reservations that need to be made manually are in the system.
• Meets Hilton Honors enrollment goals by signing up guest during check-in.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times, Adhere to all cashiering procedures
• Meet with supervisor to review daily assignments and priorities.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information.

Administrative & Communication

• Communicate effectively with other departments (e.g., housekeeping, engineering, F&B) to ensure guest needs are met utilizing tools like Quore, Outlook, Hotel Radios to communicate.
• Follow up with guest requests/complaints

Position Disclaimer

This job description reflects the general nature and level of work performed in this role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, add, or assign duties as necessary to meet business needs.

Minimum Requirements

• A minimum of one (6) months in customer service preferably in a hotel setting such as Hilton, Marriott, Hyatt or other hotel brand.
• Must have a flexible schedule and be available to work mornings, evenings, weekends, holidays and overnight shifts.
• Must have exceptional customer service skills.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand for long periods; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

Equal Employment Opportunity

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‑related requirements.