Guest Experience Agent

Zachry • San Antonio, TX

9d • Onsite

About The Position

The Guest Service Agent is responsible for delivering exceptional service through warm guest interactions, efficient check-in and check-out processes, accurate information sharing, and timely resolution of guest needs. This role serves as the first point of contact and plays a key part in creating a welcoming, seamless, and memorable experience in a full-service hotel environment.

Requirements

• High School Diploma or equivalent required.
• Strong communication and interpersonal skills.
• Ability to handle guest concerns with professionalism, discretion, and a service-focused mindset.
• Ability to multitask and stay organized in a fast-paced environment.
• Strong attention to detail and accuracy in guest interactions and data entry.
• Ability to stand for extended periods and perform 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 delivering exceptional guest service.

Nice To Haves

• 1–2 years of front office experience in a luxury or upscale hospitality environment preferred.
• Experience with Property Management Systems (PMS) and POS systems preferred (PEP, Toast).
• Basic understanding of hotel accounting and front office operations preferred.
• Bilingual (English/Spanish) skills preferred.

Responsibilities

• Welcome guests with a warm, professional, and friendly demeanor.
• Complete check-ins, check-outs, room assignments, and key distribution accurately and efficiently.
• Provide detailed information about hotel amenities, services, local attractions, and transportation options.
• Respond promptly to guest requests, concerns, and special needs, ensuring timely follow-up and resolution.
• Assist with luggage storage, transportation coordination, and concierge-style requests.
• Support VIP, repeat, and special-status guests with personalized service.
• Handle reservations, modifications, cancellations, and rate inquiries professionally.
• Ensure accuracy of guest profiles, billing information, and room preferences in the Property Management System (PMS).
• Process payments including cash, credit cards, and other methods in accordance with hotel policies.
• Balance cash drawers, receipts, and daily transactions accurately.
• Accurately post charges such as parking, amenities, market purchases, and incidental fees.
• Communicate with Housekeeping to ensure room readiness and guest satisfaction.
• Collaborate with Engineering, Security, and other departments to resolve guest issues quickly.
• Assist with early arrivals, late departures, room changes, and special accommodations.
• Maintain accurate logbooks, shift notes, and communication tools for seamless hand-offs.
• Support Front Office leadership with operational tasks and guest service initiatives.
• Maintain confidentiality and security of guest information at all times.
• Follow emergency procedures and assist with guest safety protocols when needed.
• Monitor lobby activity and report any suspicious behavior.
• Enforce key control policies and secure handling of payment information.
• Maintain cleanliness and organization of the front desk, lobby, and guest service areas.
• Participate in team meetings, trainings, and daily briefings.
• Assist teammates during high-volume periods to ensure smooth operations.
• Perform other duties as assigned to support Front Office operations.
• Maintain reliable and consistent attendance as an essential function of the role.

Benefits

• Medical, Dental, Vision and Life Insurance
• 401K, Paid Leave and Bonus Program
• Company-paid short-term and long-term disability insurance
• Employee assistance program
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED