Job Description

Are you someone who enjoys connecting with people and creating welcoming guest experiences? Home2 Suites by Hilton is seeking a friendly and dependable Front Desk Agent to join our Front Office team.

In this full-time, year-round role, you will be one of the first points of contact for guests, helping create a positive and memorable stay from check-in to check-out. You will assist guests with reservations, answer questions, handle requests, and provide exceptional customer service while supporting the daily operations of the hotel. If you enjoy working in a fast-paced environment and being part of a collaborative team, we would love to have you join us.

At Home2 Suites by Hilton, we are committed to providing modern comfort, friendly service, and an exceptional stay experience for every guest. As part of the Hilton brand family, we take pride in delivering hospitality that makes guests feel at home whether they stay one night, one week, or longer.

Witham Family Hotels has been recognized as one of the Best Places to Work in Maine since 2022, and we take pride in our culture of kindness, respect, inclusion, excellence, and family. Join a company where your work matters and your expertise is valued.

We are proud to be an equal opportunity employer and believe our strength lies in our differences.

Position Details:

Schedule: Full-Time, Year-Round

Shifts: Vary and may include days, nights, weekends, and holidays

Location: Home2 Suites by Hilton

Amazing Benefits and Perks:

• PTO (Paid Time Off): Earn up to 136 hours in your first year. The longer you're with us, the more you earn!
• Health Insurance: Multiple plans, with 80% of the cost covered—including family options.
• Dental & Vision Insurance: Our dental plan is a gem—up to 4 cleanings a year and more! We cover 80% of the cost. Vision plan also available.
• 401(k) plan: Up to a 4% match.
• End of Season Bonus.
• Heating Savings Program: Save on heating oil and propane through Irving and Dead River.
• Core Values Program: Earn points for branded swag.
• Life Insurance & AD&D: We cover the first $10,000, with additional voluntary coverage available.
• Short-Term Disability: Provided at no cost.
• Referral Bonus: Earn up to $1,000 per new full-time employee you refer.
• Employee Discounts: Hotel stays, dining, and spa services at our properties and selected New England Inns & Resorts hotels.
• Employee Recognition Programs.
• Employee Assistance Program (EAP): Free and confidential counseling services.
• Employee Relief Fund: Financial assistance for unexpected situations—funded primarily by our awesome team.
• Annual Flu Shot Clinic.
• Witham Family Hotels Gala: An annual celebration recognizing YOU!
• Community Giving: The Witham Family Hotels Charitable Fund has donated over one million dollars to local organizations.

Key Responsibilities:

• Greet guests warmly and provide exceptional customer service during check-in and check-out
• Assist guests with reservations, room assignments, questions, and special requests
• Answer phone calls and respond to guest inquiries in a professional and timely manner
• Process payments, handle cash, and maintain accurate guest billing information
• Maintain knowledge of hotel amenities, services, and local area information
• Resolve guest concerns and escalate issues when appropriate
• Coordinate with housekeeping and maintenance teams to support guest needs and room readiness
• Maintain a clean, organized, and welcoming front desk and lobby area
• Follow Hilton brand standards, policies, and procedures
• Assist with daily reporting and other front desk operational tasks as needed

Skills & Requirements:

• Previous customer service or hospitality experience preferred
• Strong communication and interpersonal skills
• Ability to multitask and remain organized in a fast-paced environment
• Comfortable using computers and hotel systems
• Strong problem-solving skills and attention to detail
• Ability to work independently and as part of a team
• Flexible availability, including nights, weekends, and holidays
• Positive attitude and guest-focused mindset

Performance Measurement:

Success in this role will be measured by guest satisfaction, efficiency at the front desk, accuracy of reservations and billing, teamwork, and adherence to Hilton brand expectations.

If you enjoy helping people, creating positive guest experiences, and working as part of a supportive hospitality team, we would love to welcome you to Home2 Suites by Hilton as our next Front Desk Agent!

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