Position Summary
Department: Front Office
Reports To: Front Desk Manager / General Manager
Position Type: Full-Time
Position Summary
The Lead Front Desk Agent supports the daily operations of the front desk by providing exceptional guest service, assisting with team leadership, and ensuring compliance with Hampton by Hilton brand standards and hotel policies. This position serves as a role model for front desk team members, helping maintain efficient operations, accurate guest transactions, and a welcoming environment for every guest.
The ideal candidate is dependable, professional, detail-oriented, and capable of leading by example while delivering the high-quality hospitality expected of the Hampton by Hilton brand.
Essential Duties and Responsibilities
- Welcome guests warmly and professionally, creating a positive first and last impression of the hotel.
- Perform guest check-ins and check-outs accurately and efficiently in accordance with Hilton brand standards and hotel procedures.
- Assist with daily front desk operations, including reservations, room assignments, payment processing, billing inquiries, and guest requests.
- Serve as a point of contact for front desk team members, providing guidance, support, and assistance with daily responsibilities.
- Help train new front desk associates on hotel procedures, guest service expectations, reservation systems, and brand standards.
- Monitor front desk performance and help ensure consistent compliance with Hilton service and operational standards.
- Resolve guest concerns and service issues promptly, professionally, and with a focus on guest satisfaction.
- Escalate complex guest complaints, billing disputes, and operational concerns to the appropriate manager.
- Communicate effectively with housekeeping and maintenance to coordinate room readiness, room status updates, and guest needs.
- Assist with shift handovers, daily reports, cash handling, payment reconciliation, and accurate recordkeeping.
- Support the management team in maintaining lobby cleanliness, front desk organization, and a professional hotel environment.
- Promote hotel amenities, services, and applicable Hilton Honors benefits in accordance with hotel procedures.
- Protect guest privacy and confidential information while following key-control, security, and safety procedures.
- Help maintain adequate front desk coverage and support team members during busy periods.
- Perform other duties as assigned by the Front Desk Manager or General Manager.
Qualifications
- Previous hotel front desk experience required.
- Prior leadership, training, or supervisory experience preferred.
- Knowledge of hotel reservation and property management systems preferred.
- Strong customer service, communication, problem-solving, and organizational skills.
- Ability to lead by example, motivate team members, and maintain a positive work environment.
- Ability to manage multiple priorities in a fast-paced hospitality setting.
- Basic computer skills and the ability to handle payments and maintain accurate records.
- Flexibility to work weekends, holidays, and varying shifts as business needs require.
Leadership and Brand Standards Expectations
The Lead Front Desk Agent is expected to demonstrate professionalism, accountability, teamwork, and a commitment to Hampton by Hilton's hospitality standards. This position supports management by reinforcing service expectations, maintaining operational consistency, coaching team members, and ensuring every guest interaction reflects the hotel's commitment to friendly, reliable service.
Performance Expectations
- Consistently deliver welcoming, professional, and efficient guest service.
- Maintain accurate reservations, billing, payment processing, and shift documentation.
- Support front desk team members and encourage adherence to established procedures.
- Communicate effectively across hotel departments.
- Address guest concerns with urgency, courtesy, and sound judgment.
- Help maintain guest satisfaction, operational efficiency, and compliance with applicable Hilton brand standards.
About Hampton Inn
Hampton Inn is a well-established hotel brand within the Hilton family, focused on providing guests with a clean, comfortable, welcoming, and reliable hotel experience.
Our team members are an important part of creating a positive stay for every guest. We value teamwork, professionalism, respect, dependability, and excellent customer service.
Working With Our Housekeeping Team
Our housekeeping team plays an essential role in maintaining the quality and comfort of the hotel. Housekeepers are responsible for preparing guest rooms, cleaning and sanitizing bathrooms, changing linens, restocking supplies, maintaining public areas, and ensuring rooms are ready for arriving guests.
We are looking for dependable and hardworking individuals who take pride in their work, pay attention to detail, work well with others, and treat guests and coworkers with respect.
What We Offer
A professional and team-oriented work environment
Training and opportunities to develop hospitality skills
Recognition for hard work and excellent performance
A workplace focused on respect, inclusion, and teamwork
Housekeeping is more than cleaning roomsit is an important part of creating a comfortable and welcoming experience for every Hampton Inn guest. Hilton specifically identifies housekeeping and laundry as a key hotel career path responsible for fresh linens, comfortable rooms, and quality guest experiences.
