Front Desk Agent-Hampton Inn - Biloxi / Ocean Springs, MS

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

Qualifications:

• 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

Physical Requirements:

• Must be able to stand for long periods of time

• Frequent walking, bending, and reaching

• Ability to lift up to 25 lbs as needed

What We Offer:

• Competitive pay

• Hilton Team Member Travel Program

• Opportunities for advancement within the company

• Supportive and friendly team environment

• Employee recognition programs