Job Details

Job Title: Front Desk Agent
Location: Hampton Inn - Biloxi/Ocean Springs, MS
Department: Front Office
Reports To: Front Office Manager / General Manager
FLSA Status: Non-Exempt
Job Summary:

The Front Desk Agent is the first point of contact for guests and plays a key role in delivering outstanding service at the Hampton Inn - Biloxi/Ocean Springs. This position is responsible for ensuring a smooth check-in/check-out process, handling guest requests efficiently, and creating a welcoming environment for every guest.
Key Responsibilities:

• Greet guests with a warm, genuine smile and assist them throughout their stay
• Perform check-in/check-out procedures accurately and efficiently
• Answer phone calls, make reservations, and manage room availability using the property management system (OnQ experience is a plus)
• Resolve guest concerns and complaints in a courteous and professional manner
• Process payments and maintain accurate records of transactions
• Coordinate with housekeeping and maintenance departments to ensure room readiness and guest satisfaction
• Provide information about hotel amenities, local attractions, dining options, and directions
• Maintain a clean and organized front desk and lobby area
• Follow all Hilton brand standards and property policies, including safety and security procedures

• High school diploma or equivalent required; hospitality or customer service experience preferred
• Strong communication and interpersonal skills
• Ability to remain calm and professional in a fast-paced environment
• Proficient in basic computer skills; experience with hotel PMS systems (especially Hilton OnQ) is a plus
• Must be available to work flexible shifts including nights, weekends, and holidays
• Dependable, punctual, and team-oriented

• Must be able to stand for long periods of time
• Frequent walking, bending, and reaching
• Ability to lift up to 25 lbs as needed

• Competitive pay
• Hilton Team Member Travel Program
• Opportunities for advancement within the company
• Supportive and friendly team environment
• Employee recognition programs