Guest Experience Agent

Zachry•San Antonio, TX

9d•Onsite

About The Position

The Guest Service Agent is responsible for providing exceptional service to guests through warm greetings, efficient check-in/check-out procedures, accurate information sharing, and prompt resolution of guest requests. This role serves as the first point of contact for guests and plays a key part in creating a welcoming and memorable experience in a full-service hotel environment.

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.
Ability to communicate in Spanish preferred.
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 preferred.
Experience with PMS systems and hotel operations preferred.
Training or coursework in hospitality or related fields preferred.

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 detailed information about hotel amenities, local attractions, transportation, and services.
Respond promptly to guest requests, concerns, and special needs while ensuring timely follow-up.
Assist with luggage storage, transportation coordination, and concierge-style inquiries as needed.
Handle reservations, modifications, cancellation requests, and rate inquiries professionally.
Ensure accuracy in guest profiles, billing details, and room preferences in the Property Management System (PMS).
Communicate effectively with Housekeeping regarding room readiness and guest needs.
Collaborate with Engineering, Security, and other departments to resolve guest issues.
Process cash, credit card, and other forms of payment following hotel policies.
Balance assigned cash drawers, receipts, and daily postings accurately.
Review billing details with guests and assist in resolving discrepancies.
Ensure accuracy in posting 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 present a polished, professional appearance.
Demonstrate strong knowledge of hotel operations, promotions, and loyalty programs.
Uphold confidentiality and security of guest information at all times.
Follow emergency procedures and assist with guest safety protocols when needed.
Maintain awareness of lobby activity and report suspicious behavior promptly.
Enforce key control policies and ensure secure handling of 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 in 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.