What are the responsibilities and job description for the Guest Service Agent position at Home2 Suites by Hilton?
Company Description Home2 Suites by Hilton is a fast-growing, award-winning extended-stay hotel brand within the Hilton portfolio, offering stylish, all-suite accommodations for cost-conscious guests. The brand focuses on flexible guest room configurations and inspired amenities that support comfort and convenience during longer stays. With a strong commitment to environmentally friendly products and operations, Home2 Suites by Hilton provides complimentary breakfast options, WiFi, and access to laundry and fitness areas. Guests also enjoy multiple outdoor spaces, 24-hour business centers, spacious community areas, and pet-friendly environments that create a welcoming, modern atmosphere.
Role Description The Guest Service Agent is a full-time, on-site role based at the Home2 Suites by Hilton location in Bend, OR. This role is responsible for welcoming guests, managing check-in and check-out processes, and ensuring room assignments and guest requests are handled accurately and promptly. Daily tasks include answering phone calls, assisting with reservations, providing information about hotel amenities and local attractions, and resolving guest concerns in a professional and courteous manner. The Guest Service Agent will process payments, maintain accurate records, and collaborate with housekeeping and maintenance teams to support a clean, safe, and well-functioning property. The role also involves maintaining the lobby and public areas, adhering to brand standards, and consistently delivering friendly, efficient service that enhances the guest experience.
Qualifications
- Guest service and hospitality skills, including customer service, conflict resolution, and a friendly, professional demeanor.
- Front desk and administrative skills, such as handling reservations, check-in/check-out procedures, and accurate record-keeping.
- Communication skills, including clear verbal and written communication and the ability to interact effectively with guests, team members, and management.
- Basic technical and organizational skills, including proficiency with hotel management or POS systems, email, and Microsoft Office tools.
- Ability to work flexible hours, including evenings, weekends, and holidays, and to stand for extended periods as needed.
- Strong attention to detail, reliability, and the ability to multitask in a fast-paced environment.
- Previous experience in hotels, hospitality, or customer service is preferred but not required; Hilton or extended-stay brand experience is a plus.
- High school diploma or equivalent; further education in hospitality or tourism is beneficial.