Position Summary Join the pre-opening team at the brand-new Home2 Suites by Hilton in Benton Harbor! As a Front Desk Agent, you are the face of our hotel and the first point of contact for our guests. Before our grand opening, you will undergo comprehensive system training and assist with front office setup so you are fully prepared to deliver flawless service on day one. Once open, you will manage check-ins and check-outs, process reservations, resolve guest inquiries, and ensure every traveler feels at home during their extended or short-term stay.
Pre-Opening, Setup & Training Responsibilities System Mastery:
Participate in extensive, hands-on training for Hilton's Property Management System (PMS) to ensure total confidence in processing reservations, routing billing, and managing guest profiles before the doors open.
Front Desk Staging:
Assist management in organizing the front office, unpacking administrative supplies, and preparing key cards, welcome packets, and guest collateral. Home2
MKT Setup:
Help stock, price, and organize the on-site retail market (Home2 MKT) with snacks, beverages, and travel essentials.
Property Familiarization:
Conduct comprehensive property walk-throughs to memorize the layout of the suites, amenities (pool, fitness center, laundry, patios), and emergency procedures to confidently guide future guests.
Core Front Desk Duties Guest Arrivals & Departures:
Provide a warm, welcoming experience while efficiently checking guests in and out, verifying payment methods, and issuing room keys.
Reservation Management:
Answer phone calls and emails professionally. Create, modify, and cancel reservations while maximizing hotel revenue and occupancy.
Guest Issue Resolution:
Anticipate guest needs and respond promptly to any concerns or requests. Empower yourself to solve problems creatively to ensure total guest satisfaction.
Communication Hub:
Act as the central dispatcher for the hotel. Relay detailed information to the Housekeeping and Maintenance teams regarding early check-ins, late check-outs, stayover requests, and room defects.
Financial Processing:
Securely handle cash and credit card transactions, post charges to guest folios, and maintain an accurate cash drawer throughout the shift.
Lobby & Market Upkeep:
Ensure the front desk, lobby, and Home2 MKT remain clean, organized, and fully stocked throughout your shift. Qualifications & Skills Previous customer service, retail, or hospitality experience is highly preferred. Tech-savvy with the ability to quickly learn new software systems. Previous experience with hotel Property Management Systems is a plus, but full training is provided. Exceptional communication and interpersonal skills with a naturally hospitable attitude. Ability to remain calm, professional, and friendly in a fast-paced environment. Flexibility to work various shifts, including mornings, evenings, weekends, and holidays. Physical Requirements Ability to stand at the front desk for extended periods (up to 8 hours). Occasional lifting of up to 15-20 lbs (e.g., restocking market inventory, handling guest packages). Frequent use of a computer, keyboard, and phone system.
Pay:
$14.00 - $16.00 per hour Expected hours: 24.0 - 40.0 per week
