Guest Experience Agent

Embassy Suites by Hilton San Antonio Landmark (Zachry)•San Antonio, FL

About The Position

The Guest Service Agent provides exceptional service to guests through warm greetings, efficient check-in and check-out procedures, accurate information sharing, and prompt resolution of guest requests. As the first point of contact for guests, this role helps create a welcoming and memorable experience in a full-service hotel environment. The agent handles front desk operations, reservations, guest communications, payment processing, and billing questions. The role also requires coordination with other hotel departments, maintaining front desk and lobby areas, following service and grooming standards, protecting guest information, and supporting safety and security procedures. The agent participates in team briefings and training, assists colleagues during busy periods, and performs other duties supporting Front Office operations.

Requirements

High School Diploma or equivalent required.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and a calm, professional demeanor.
Ability to multitask in a fast-paced environment.
Strong attention to detail and accuracy in guest interactions and data entry.
Ability to stand for long periods and handle repetitive tasks.
Proficiency in computer systems, including PMS and Microsoft Office.
Ability to work flexible hours, including nights, weekends, and holidays.
Professional appearance and adherence to grooming standards.
Strong commitment to providing exceptional guest service.
CPR Certification.

Nice To Haves

Previous experience in hospitality, customer service, or Front Office roles.
Experience with PMS systems and hotel operations.
Training or coursework in hospitality or related fields.
Ability to communicate in Spanish.

Responsibilities

Welcome guests with a warm, professional, and friendly demeanor.
Complete check-ins, check-outs, room assignments, and room key distribution accurately and efficiently.
Provide information about hotel amenities, local attractions, transportation, and services.
Respond promptly to guest requests, concerns, and special needs, and ensure timely follow-up.
Assist with luggage storage, transportation coordination, and concierge-style inquiries as needed.
Handle reservations, modifications, cancellation requests, and rate inquiries professionally.
Maintain accurate guest profiles, billing details, and room preferences in the Property Management System (PMS).
Communicate with Housekeeping about room readiness and guest needs.
Collaborate with Engineering, Security, and other departments to resolve guest issues.
Process cash, credit card, and other payments according to hotel policies.
Balance assigned cash drawers, receipts, and daily postings accurately.
Review billing details with guests and assist in resolving discrepancies.
Accurately post charges such as parking, amenities, market items, and incidental fees.
Maintain the cleanliness and organization of the front desk, lobby, and guest service areas.
Follow hotel grooming standards and maintain a polished, professional appearance.
Maintain knowledge of hotel operations, promotions, and loyalty programs.
Protect the confidentiality and security of guest information.
Follow emergency procedures and assist with guest safety protocols when needed.
Monitor lobby activity and promptly report suspicious behavior.
Enforce key control policies and securely handle guest data and payment information.
Participate in departmental meetings, pre-shift briefings, and training sessions.
Assist teammates during busy periods to maintain smooth operations.
Support Front Office leadership with operational tasks, system questions, and guest service initiatives.
Work collaboratively across departments to create seamless guest experiences.
Assist with early arrivals, late check-outs, room moves, and special accommodations.
Maintain accurate logbooks, hand-off notes, and communication tools.
Perform other duties as assigned to support Front Office operations.
Maintain reliable and consistent attendance as an essential function of the role.