Guest Services - Front Desk Agent - Hampton by Hilton Plymouth, MA

As a Front Desk Agent at Hampton by Hilton Plymouth, you'll maintain a friendly demeanor while checking guests in and out, processing payments, and fulfilling special requests. You'll handle phone inquiries professionally and ensure all guest accounts are accurate. Addressing and resolving guest issues promptly to enhance their satisfaction is also a crucial part of the job.

To be a successful Front Desk Agent at Hampton by Hilton Plymouth, prior customer service experience is essential. You should have excellent communication skills, the ability to multitask in a fast-paced environment, and a keen attention to detail. Flexibility for evening and weekend shifts is also required, and prior hotel experience is a plus!

Hampton by Hilton Plymouth offers fantastic benefits for Front Desk Agents, including significant discounts on hotel stays for employees and their families. Additionally, there are incentive programs, including a referral bonus up to $500 for bringing in new talent and a retention bonus for dedicated staff.

At Hampton by Hilton Plymouth, we believe in nurturing talent from within. As a Front Desk Agent, you'll have access to various training programs that can assist you in your personal and professional development. Opportunities for career growth are abundant, enabling you to explore different roles within the Hilton family as you advance.

As a Front Desk Agent at Hampton by Hilton Plymouth, you'll work part-time shifts, specifically from 7 AM to 3 PM or 3 PM to 11 PM. Weekend availability is a must, and you will have the chance to work in a collaborative environment while enjoying a flexible schedule that caters to your lifestyle.

In addressing a guest complaint, I would first listen attentively to their issue without interruption, expressing empathy for their situation. Then, I would reassure the guest that I am here to help and take appropriate steps to resolve the concern. Following up to ensure their satisfaction is also key.

The most important quality for a Front Desk Agent is a friendly and welcoming personality. Creating a positive first impression can greatly impact the guest experience, making them feel valued and at home during their stay.

In my previous role, I often had to manage front desk operations while answering phone calls and assisting guests simultaneously. By prioritizing tasks, maintaining organization, and staying calm under pressure, I ensured that all guests received timely service.

To ensure accuracy in guest bookings, I make it a habit to double-check every entered detail against the system. I also communicate with guests to confirm any special requests or arrangements, which helps eliminate potential errors.

Prioritizing guest satisfaction is all about anticipating needs and being proactive. I strive to exceed expectations, responding promptly to requests, and ensuring a seamless experience by engaging with guests and making them feel heard and appreciated.

I want to work at Hampton by Hilton Plymouth because of the company's commitment to hospitality and employee growth. I admire the supportive environment and future opportunities for professional development that can help me build a rewarding career in the hospitality industry.

If I noticed a guest acting suspiciously, I would remain calm and discreetly observe their behavior while following hotel protocol. I would ensure guest safety is a priority by alerting my supervisor or security if necessary and maintaining a neutral demeanor to avoid escalating the situation.

To stay motivated during busy shifts, I focus on maintaining a positive mindset and reminding myself of the importance of every guest experience. I keep a steady pace and take short breaks to recharge, ensuring I deliver exceptional service throughout my shift.

When training a new Front Desk Agent, I would first introduce them to hotel policies and the property layout. Then, I would guide them through specific tasks they’ll handle daily, such as check-ins, check-outs, and handling guest inquiries, ensuring they feel comfortable and supported.

To handle stress effectively at work, I prioritize my tasks and tackle one thing at a time. I practice deep breathing to maintain my composure and always remember that staying calm can positively influence the atmosphere around me, ultimately reassuring guests.