Front Desk Agent

Front Desk Agent Home2 Suites by Hilton Syracuse Liverpool Airport Area Liverpool, NY Job Details Full-time From $16.50 an hour 1 day ago Benefits Health savings account Health insurance Dental insurance Paid time off Employee discount Life insurance Referral program Qualifications Hospitality Computer operation Guest relations Customer service Driver's License Phone etiquette Hotel experience

Full Job Description Objective:

Achieve the highest level of guest satisfaction by providing efficient and superior guest service

Job Summary:

The Front Desk Agent serves as the face of the hotel and is responsible for delivering exceptional guest service from check-in to check-out. This role ensures a smooth guest experience by completing requests efficiently, maintaining accurate records, and working cooperatively with all hotel departments while upholding Home2 Suites by Hilton's brand standards and service culture. Essential Functions and Responsibilities Display a positive, "can-do" attitude at all times with guests, co-workers, and managers. Actively promote and demonstrate the "Free to Be You" service culture. Deliver outstanding guest service by promptly responding to guest needs and coordinating with other departments. Use brand-standard service recovery tools to resolve guest issues effectively. Greet and assist guests during check-in/check-out, ensuring accuracy in reservations, billing, and preferences. Answer phones professionally and cheerfully, handling inquiries and reservations with accuracy and care. Maintain a clean and organized front desk, lobby, and storage areas to ensure a welcoming first impression. Monitor the Stay Experience Platform and address guest feedback in real time. Review daily arrivals and ensure all guest requests and last-minute reservation changes are communicated appropriately. Follow all cash handling and payment authorization procedures. Ensure required paperwork, reports, and logs are completed accurately and on time. Create maintenance tickets and communicate service-related feedback to relevant departments. Keep the Home2 Market fully stocked and organized according to brand standards. Adhere to safety and security procedures, including OSHA standards, lost and found, and key control protocols. Provide thorough and effective shift handoffs by clearly communicating outstanding tasks and guest updates. Additional Responsibilities Respond to fire and emergency situations by following established procedures. Suggest and support improvements to operational procedures to increase efficiency. Participate in staff meetings, daily huddles, and ongoing training. Communicate clearly and regularly with all departments to maintain high standards of guest satisfaction. Perform additional duties as assigned by the General Manager.

Qualifications :

To perform this job successfully, the individual must be able to perform each essential duty and responsibility in a safe and satisfactory manner. The individual must be able to communicate effectively with coworkers and guests and have a neat appearance to represent hotel positively with guests. The individual must be punctual, have a good attendance record, and have reliable means of transportation to work. Position type and expected hours of work: This is a full-time position. The typical shifts for this position are 7am to 3pm or 3pm to 11pm.

Work Environment:

This job operates in a Hotel environment. Hotels can be a stressful environment that require frequent, pleasant communication with others, effectively deal with guests, and accept constructive feedback from supervisors. This job requires a person is able to change activity frequently and cope with interruptions. This role routinely uses cleaning chemicals and tools to clean guest rooms, public areas and food and beverage areas. Employees in this role are frequently exposed to hot water, potentially slippery floors, and cleaning chemicals and a variety of different food items. Employee must follow all chemical MSDS guidelines. Work involves considerable exposure to steam, dirt, dust, fumes, bacteria and odors. The noise level in the work environment can be loud. The employee may be exposed to hazards including, but are not limited to, cuts, slipping, tripping, falls and burns.

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 Accommodations will 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 talk or hear. The employee is required to stand for long periods of time; use hands to handle or feel or reach with hands and arms. Considerable repetitive motions of hands and wrists is required. The employee must frequently lift and/or move up to 20 or more pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Preferred Education/Work Experience:

Previous front desk or customer service experience preferred Experience handling reservations, guest requests, and brand standards Familiarity with hotel property management systems Experience handling payments, refunds, and credits accurately High School Diploma or equivalent

EEO Statement:

Home2 Suites by Hilton provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Home2 Suites by Hilton complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Home2 Suites by Hilton expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of employees to perform their job duties may result in discipline up to and including discharge.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Type:

Full-time Pay:

From $16.50 per hour

Benefits:

Dental insurance Employee discount Health insurance Health savings account Life insurance Paid time off Referral program

Work Location:

In person