Find & Apply For Hotel Desk Clerk Jobs in Mission Viejo, California

About the Position As a Guest Service Agent , you are one of the first and most important points of contact for our guests. You will create a welcoming experience from arrival through departure while providing efficient, accurate, and professional service throughout the guest's stay. This position is ideal for someone who enjoys working with people, can remain calm and professional in a fast-paced environment, pays close attention to detail, and takes ownership of getting things done correctly. The Guest Service Agent is responsible for guest check-in and check-out, reservations, payments, room assignments, guest requests, Hilton Honors service, telephone and email communication, and assisting with day-to-day front desk operations. What This Job Is Really Like Working at the front desk is more than checking guests in and out. The Guest Service Agent is often the first person guests turn to when they need help, and the front desk can become very busy, especially during peak arrival and departure periods.

In this role, you should be comfortable with:

Multitasking:

Handling check-ins, phone calls, guest requests, reservations, emails, and other front desk responsibilities at the same time.

Working under pressure:

Remaining calm, professional, and organized when the hotel is busy, when multiple guests need assistance, or when unexpected situations arise.

Difficult guest interactions:

Some guests may be upset, frustrated, or dissatisfied. You are expected to listen, communicate professionally, follow hotel procedures, and involve management when appropriate.

Accuracy and attention to detail:

Small mistakes involving room assignments, reservations, guest accounts, payments, or keys can have a significant impact on the guest and the hotel.

Financial responsibility:

The position involves handling cash, processing credit card transactions, verifying payments, and protecting sensitive guest information.

Independent decision-making:

You will need to use good judgment, follow established procedures, and recognize when an issue requires assistance or approval from a supervisor or manager.

Property walks:

Team members may be required to conduct routine walks of the hotel and property to identify guest concerns, cleanliness or maintenance issues, safety concerns, and other items requiring attention.

Operational projects and tasks:

When front desk activity is slower, team members may be assigned operational projects, administrative tasks, organization, inventory-related work, or other hotel projects. These assignments help support hotel operations and provide productive work during slower periods.

Standing and moving:

Front desk team members spend much of their shift standing and may need to move throughout the lobby, guest floors, and other areas of the property to assist guests or complete assigned tasks.

Working as a team:

The front desk works closely with Housekeeping, Maintenance, Management, and other team members. Clear communication and effective shift handoffs are essential.

Flexible scheduling:

Hotel operations run 24/7. Employees must be prepared to work days, evenings, weekends, holidays, and overnight shifts as scheduled.

Following procedures:

Security, payment, guest privacy, room assignment, emergency, and other hotel procedures must be followed consistently. If you enjoy helping people, solving problems, staying organized, and working in a fast-paced environment, this position can be a great opportunity to build your hospitality career. Essential Responsibilities Guest Service & Hospitality Welcome and acknowledge guests promptly with a friendly, professional attitude. Provide efficient and accurate check-in and check-out service. Assist guests throughout their stay by answering questions, providing hotel and local area information, and responding to requests. Listen carefully to guest concerns and work to resolve issues within established hotel procedures. Maintain a calm, professional, and courteous demeanor during busy periods or difficult guest interactions. Anticipate guest needs and look for opportunities to provide exceptional service. Provide accurate information regarding hotel amenities, breakfast, parking, local restaurants, shopping, transportation, and area attractions. Assist guests with Hilton Honors questions and enrollment when appropriate. Front Desk Operations Operate the hotel's property management and reservation systems accurately and efficiently. Verify guest information, reservation details, room type, rate, payment method, and applicable policies during check-in. Assign rooms based on reservations, room status, guest needs, and hotel availability. Issue and program guest room keys while following hotel security procedures. Process check-outs, review guest accounts, collect outstanding balances, and provide receipts. Answer and direct telephone calls and respond to guest emails and other communications. Document important guest requests, incidents, and follow-up items for other team members. Communicate effectively with Housekeeping, Maintenance, Management, and other departments to ensure guest needs are addressed. Maintain accurate front desk records, logs, and shift notes. Follow all hotel procedures relating to guest privacy, room security, lost and found, emergency situations, and incident reporting. Cash & Payment Handling Accurately process cash, credit card, and other authorized forms of payment. Follow hotel procedures for credit card authorization, payment verification, refunds, and guest account adjustments. Maintain accurate cash handling and balance the assigned drawer at the beginning and end of each shift. Protect guest payment information and maintain confidentiality at all times. Identify and report payment or reservation discrepancies according to hotel procedures. Sales & Revenue Support Become knowledgeable about room types, rates, hotel amenities, and available services. Identify appropriate opportunities to promote room upgrades and hotel services. Assist with maintaining accurate reservations and room inventory. Follow hotel procedures for rate changes, cancellations, no-shows, early arrivals, late departures, and other reservation-related requests. Support the hotel's efforts to maximize occupancy and revenue while following established pricing and authorization guidelines. Teamwork & Daily Operations Work collaboratively with all hotel departments to provide a consistent guest experience. Communicate important information during shift pass-downs to ensure continuity between shifts. Complete assigned front desk tasks and operational checklists accurately and on time. Keep the front desk and surrounding guest areas clean, organized, and professional. Assist with other hotel operational duties as assigned. Remain flexible and assist the team during periods of high occupancy, staffing needs, or unexpected operational issues. Overnight Guest Services Guest Service Agents may be trained on overnight guest service procedures and may be scheduled for overnight shifts based on business needs.

Overnight responsibilities may include assisting late-arriving guests, completing required front desk procedures, monitoring the property from the front desk, responding to guest requests, and completing assigned overnight operational tasks. What We're Looking For We are looking for a team member who demonstrates: A genuine commitment to hospitality and guest service. Professional and friendly communication skills. Strong attention to detail and accuracy. The ability to remain composed and courteous in challenging situations. Good judgment and the ability to follow established procedures. Reliability and accountability. The ability to work independently while also functioning effectively as part of a team. The ability to learn and use computer systems and hotel software. A willingness to ask questions and learn hotel operations. A positive, solutions-oriented attitude. The ability to prioritize multiple tasks in a busy front desk environment. Minimum Qualifications Previous customer service experience preferred. Previous hotel or front desk experience preferred but not required. Ability to read, write, and communicate effectively in English. Basic computer skills and the ability to learn hotel systems. Basic mathematical skills sufficient to accurately handle guest accounts and financial transactions. Must be able to work a flexible schedule, including mornings, evenings, weekends, holidays, and overnight shifts as needed. Must be able to work in person at the hotel. High school diploma or equivalent preferred. Physical & Work Environment The Guest Service Agent position requires extended periods of standing and walking, frequent computer and telephone use, and regular interaction with guests and team members.

The position may require: Standing and walking for extended periods throughout the work shift. Walking throughout the hotel and property to conduct routine property walks and complete assigned operational tasks. Lifting, carrying, pushing, or moving items weighing up to 50 pounds as needed. Reaching, bending, stooping, and other routine physical movements associated with front desk and hotel operations. Moving supplies, equipment, guest items, or other materials as necessary to complete assigned duties. Working at a computer and using a telephone for extended periods. Working independently at times while maintaining communication with the rest of the hotel team. Responding appropriately to emergencies and unexpected situations. Reasonable accommodations may be available to qualified individuals. Hilton Values Our team members are expected to demonstrate Hilton's core values: Hospitality

• We are passionate about delivering exceptional guest experiences. Integrity
• We do the right thing, all the time. Leadership
• We are leaders in our industry and communities. Teamwork
• We are team players in everything we do. Ownership
• We are owners of our actions and decisions. Now
• We operate with a sense of urgency and discipline.

Schedule This is an in-person hotel position . Candidates must be available to work a flexible schedule based on hotel business needs, including: Day shifts Evening shifts Weekends Holidays Overnight shifts as scheduled Equal Opportunity Hampton Inn & Suites Mission Viejo is committed to providing equal employment opportunities to qualified applicants and maintaining a respectful and inclusive workplace.

All employment decisions are made in accordance with applicable federal, state, and local laws.

Job Types:

Full-time, Part-time Pay:

From $18.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Free parking Health insurance Life insurance Paid time off Vision insurance

Education:

High school or equivalent (Required)

Experience:

Hotel:

1 year (Preferred)

Language:

English (Required) Shift availability: Day Shift (Required) Night Shift (Preferred)

Work Location:

In person