Front Desk Agent | PEP

Position: Front Desk Agent | PEP Experience Preferred
Guest Services Agent (Front Desk Agent) – Hampton Inn & Suites by Hilton Virginia Beach Town Center

Position Overview

Job Title:

Guest Services Agent (Front Desk Agent)

Location:

4595 Columbus Street, Virginia Beach, VA 23462

Reports To:

Front Office Manager / Front Desk Supervisor

Schedule:

Variable hours, must include weekends and holidays. Shifts may include mornings and evenings based on volume.

Work Environment:
Modern hotel in the heart of Virginia Beach's Town Center business and entertainment district

Summary

As a Guest Services Agent, you are the first and last point of contact for our guests and set the tone for an exceptional stay. You handle check-in and check-out, respond to guest needs, process transactions accurately, and coordinate across departments to keep the front desk running smoothly. This role is a great fit for someone who takes pride in hospitality, stays calm under pressure, and enjoys solving problems on their feet.

Job Functions:

Welcomes guests warmly, completes check-in and check-out efficiently, and ensures every interaction reflects company and brand standards.

Answers phones, responds to guest requests, and resolves concerns promptly — escalating to a manager when needed.

Processes payments accurately, manages cash and credit transactions, and maintains a balanced shift bank.

Takes and modifies reservations, communicates room availability, and coordinates with Housekeeping and Maintenance on room readiness.

Provides local recommendations and information on hotel amenities, services, and the Virginia Beach area.

Maintains a clean, organized, and professional front desk and lobby area.

Follows all safety, security, and emergency procedures to protect guests, team members, and property.

Reports for scheduled shifts, on time and in uniform, in accordance with company policy.

Knows and complies with all company policies and procedures pertaining to this position and its duties.

Takes the initiative to greet guests in a friendly and warm manner.

Performs other related duties as required.

We Live by Our  TOP  Values:

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

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

Qualifications High School diploma or GED required.

Previous customer service, hospitality, or front desk experience preferred.

Able to communicate in English, verbal and written; bilingual a plus.

Comfortable using computers and property management systems; able to learn new software quickly.

Ability to work well under pressure in a fast-paced environment.

Attention to detail and a passion for delivering exceptional service.

Ability to stand for extended periods during a shift.

Flexibility to work evenings, weekends, and holidays as needed.

Why Work with Us?

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

Be part of a welcoming team in the heart of Town Center

Note:

Full-time benefits such as health insurance, PTO, and 401(k) apply per plan eligibility. Specific benefit eligibility is confirmed in the offer letter.

About Shamin Hotels:

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.

Shamin Hotels is an Equal Opportunity Employer. We welcome applicants from all backgrounds. Only those selected for interviews will be contacted.