Hotel Front Desk | Guest Services

Location: Hilton Virginia Beach Oceanfront, 3001 Atlantic Ave, Virginia Beach, VA 23451 | Department: Operations | Reports To: Front Office Manager | Pay Structure: Hourly, paid bi-weekly

About the Role

The Guest Service Agent is the face of the front desk and often the first person our guests meet. You'll check guests in and out, answer questions in person and by phone, help with reservations, and share your favorite local recommendations to help every guest make the most of their oceanfront stay. If you enjoy people, problem-solving, and creating a great first impression, this is the role for you.

Responsibilities

• Welcome and Check In Guests
  • Greet, register, and assign rooms with a warm, friendly demeanor.
  • Verify guest information, activate keys, and provide room and escort details discreetly, without announcing room numbers aloud.
  • Answer questions about hotel services and share recommendations on dining, entertainment, shopping, and things to do nearby.
• Handle Reservations and Guest Requests
  • Make, confirm, and cancel reservations as needed.
  • Assist guests with restaurant, transportation, or entertainment reservations.
  • Secure guest valuables in the hotel safe or safe-deposit box when requested.
  • Arrange complimentary amenities, such as flowers or champagne, for special guests at management's direction.
• Manage Payments and Accounts
  • Post charges for room, food, beverage, and other services accurately.
  • Compute bills, collect payment, and make change.
  • Keep records of room availability and guest accounts.
  • Account for all cash and make deposits in accordance with hotel and company policies.
  • Understand and enforce company credit policies.
• Communicate and Coordinate
  • Answer and route calls and messages using the phone, switchboard, and other front desk equipment.
  • Sort and distribute incoming mail and messages.
  • Communicate effectively with other front office staff and hotel departments.
  • Cross-sell other Shamin Hotels to help guests plan future stays.
• Represent the Hotel
  • Report for each scheduled shift on time and in uniform, per company policy.
  • Know and comply with all company policies and procedures for this role.
  • Take initiative to greet every guest in a friendly, welcoming way.
• Perform other related duties as required.

Values

We live by our "TOP" values:

• T – TEAM UP: Collaborate, support others, and stay golden
• O – OWN IT: Take pride, stay accountable, and never stop learning
• P – PASSIONATELY SERVE: Be positive, show you care, and create memorable experiences

We're looking for team players who embody these values every day.

Qualifications

• Friendly, outgoing personality with a genuine focus on guest satisfaction.
• Strong communication and interpersonal skills.
• Comfortable handling payments, cash, and basic math with accuracy.
• Able to stay calm and professional in a fast-paced environment.
• Basic computer skills and comfort learning hotel software systems.
• Professional appearance and demeanor.
• Flexibility to work varying shifts, including evenings, weekends, and holidays.
• Previous front desk, customer service, or hospitality experience preferred but not required.

Benefits

• Competitive pay
• Go Hilton Travel Discounts for team members & eligible family
• Shamin Perks – Save on gym memberships, movie tickets, amusement parks, rental cars, and more
• $200 Referral Bonus after your referral completes 30 days
• Work with an oceanfront view in a fun, fast-paced setting

About the Company

Shamin Hotels is the largest hotel owner and operator in Virginia, with 70+ hotels across multiple states. Founded in 1978, our growth is powered by passionate service and a commitment to teamwork, ownership, and opportunity.