Guest Services Representative

Hampton by Hilton; Lino Lakes (MN); On-site; USD 30,000 - 38,000; Full time

Job summary

Hampton by Hilton in Minnesota is seeking a friendly Front Desk Agent to welcome guests, check them in and out, and handle reservations with accuracy. This on-site role requires clear communication and a calm, professional demeanor to ensure a smooth guest experience.

You will coordinate with housekeeping and other departments, process payments, and promote Hilton Honors benefits. Flexible scheduling including weekends and evenings is often required at a busy hotel.

Qualifications

• Strong communication and interpersonal skills required.
• Basic computer skills and ability to learn hotel PMS.
• Ability to multitask and stay organized in a fast-paced environment.
• Ability to handle difficult situations professionally and calmly.
• Dependable, punctual and positive attitude.
• Flexible schedules including weekends and holidays.

Responsibilities

• Welcome guests in a friendly, professional, and courteous manner.
• Complete guest check-ins and check-outs accurately and efficiently.
• Process reservations, cancellations, room changes, and extensions.
• Answer incoming phone calls and respond to guest inquiries promptly.
• Handle guest concerns and resolve issues, escalating to management when necessary.
• Accurately process credit cards and other payment transactions.
• Verify guest information and maintain accurate reservation records.
• Assign guest rooms while maximizing occupancy and following hotel procedures.
• Communicate effectively with housekeeping, maintenance, and other departments regarding guest needs and room status.
• Maintain knowledge of hotel services, amenities, local attractions, and Hilton Honors benefits.
• Promote Hilton Honors enrollment and hotel amenities when appropriate.
• Monitor lobby activity to help ensure the safety and security of guests and team members.
• Keep the front desk, lobby, and public areas clean, organized, and welcoming.
• Follow all Hampton Inn & Suites, Hilton, and hotel policies, procedures, and brand standards.
• Assist with laundry, breakfast, or other hotel duties as needed during busy periods.
• Perform additional duties as assigned by management.

Skills

Strong communication

Interpersonal skills

Multitasking

Customer service mindset

Punctuality

Flexibility

Tools

Hotel PMS software

Job description

Description

Essential Duties and Responsibilities

(3PM-11PM)

• Welcome guests in a friendly, professional, and courteous manner.
• Complete guest check-ins and check-outs accurately and efficiently.
• Process reservations, cancellations, room changes, and extensions.
• Answer incoming phone calls and respond to guest inquiries promptly.
• Handle guest concerns and resolve issues professionally, escalating to management when necessary.
• Accurately process credit cards, and other payment transactions.
• Verify guest information and maintain accurate reservation records.
• Assign guest rooms while maximizing occupancy and following hotel procedures.
• Communicate effectively with housekeeping, maintenance, and other departments regarding guest needs and room status.
• Maintain knowledge of hotel services, amenities, local attractions, and Hilton Honors benefits.
• Promote Hilton Honors enrollment and hotel amenities when appropriate.
• Monitor lobby activity to help ensure the safety and security of guests and team members.
• Keep the front desk, lobby, and public areas clean, organized, and welcoming.
• Follow all Hampton Inn & Suites, Hilton, and hotel policies, procedures, and brand standards.
• Assist with laundry, breakfast, or other hotel duties as needed during busy periods.
• Perform additional duties as assigned by management.

Requirements

Qualifications

• Previous customer service or hotel experience is preferred but not required.
• Strong communication and interpersonal skills.
• Basic computer skills with the ability to learn hotel property management systems.
• Ability to multitask and remain organized in a fast-paced environment.
• Ability to handle difficult situations professionally and calmly.
• Must be dependable, punctual, and maintain a positive attitude.
• Must be able to work flexible schedules, including weekends, holidays, and evening shifts.