Guest Experience Specialist (Front Desk)

Huntington Hotels•Oceanside, CA

3d•Onsite

About The Position

This job isn’t just about a smooth check-in and check-out. We aim to create a guest experience that is memorable and unique from arrival through departure. Guest Experience Specialists take initiative to deliver a wide range of services that guide guests through their entire stay. The role goes beyond the traditional front desk—you take ownership of the guest experience in key areas of the hotel with a “guest first” mindset. You are empowered to move throughout the property and do what needs to be done. Whether handling operational needs, addressing guest requests, completing reports, supporting food and beverage service when needed, or sharing local highlights, you help make every interaction feel like part of the experience. Success requires creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and presenting a professional appearance and communication style.

Requirements

High school diploma or equivalent required
Customer service experience required
Strong communication skills (verbal and written)
Professional appearance and courteous demeanor
Strong attention to detail and accuracy with cash handling and billing
Ability to multitask and stay calm in a busy environment
Flexible schedule including nights, weekends, and holidays as needed
Ability to stand, sit, or walk for extended periods
Ability to move throughout the hotel to support guest needs
Ability to move, lift, carry, push, pull, and place objects up to 25 lbs without assistance
Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping

Nice To Haves

Hotel front desk experience preferred, but not required

Responsibilities

Welcome guests and deliver a positive check-in and check-out experience
Assign rooms, issue keys, and manage guest requests efficiently
Process payments and prepare accurate folios/invoices
Maintain an organized, clean, and secure front desk area
Answer phones promptly and professionally; manage guest messages and mail discreetly
Provide accurate information on hotel services, amenities, hotel events, and local recommendations
Coordinate transportation requests when needed
Document guest concerns and follow up to support satisfaction and resolution
Communicate guest needs clearly to housekeeping, engineering, and leadership
Resolve billing discrepancies accurately and professionally
Use property management systems and hotel technology to support smooth operations
Promote current rates, hotel offers, and packages as directed
Conduct tours of guestrooms and meeting spaces for prospective guests
Respond calmly during emergencies and follow safety procedures
Support other departments as needed based on business levels
Perform other reasonable duties as assigned to support the operation