Guest Service Agent | Colton House Hotel

Columbia Hospitality•Austin, TX

1d•Onsite

About The Position

The Guest Service Agent at Colton House Hotel is a master multitasker and memory maker, responsible for delighting guests, problem-solving, and ensuring exceptional experiences. This role thrives in a fast-paced, dynamic environment, efficiently handling guest check-in and check-out processes, including room credits, keys, guest issue resolution, and special requests. The agent supports the Guest Services and Front Office team with financial and service-related tasks to create unique and meaningful experiences for guests who will want to return. Columbia Hospitality, the parent company, is a people-first organization with a values-driven culture, committed to creating exceptional experiences and fostering a diverse, inclusive, and authentic workplace where team members are trusted and supported to grow.

Requirements

Strong written and verbal communication skills (in English)
Excellent interpersonal and problem-solving abilities; able to manage guest issues with professionalism and empathy
Ability to remain calm, organized and courteous in high-pressure situations
Open availability to work various shifts, including evenings, nights, weekends and holidays.

Nice To Haves

Previous hospitality or customer service experience
Previous experience in computerized Point of Sale systems
Proficiency in Microsoft Office applications, including Word and Excel
Prior experience with a property management system (PMS)

Responsibilities

Greet and welcome guests with a friendly and professional demeanor, offering assistance and information about available services and experiences as appropriate.
Deliver upscale, engaging service throughout the guest journey—proactively engaging in conversation, anticipating needs, and responding to requests efficiently, courteously, and professionally.
Establish friendly relationships with regular and/or long-term hotel guests to enhance loyalty and satisfaction.
Ensure accommodations for select guests (e.g., special needs, elderly, children, VIPs, other) receive personalized services to support a safe, comfortable, and memorable stay.
Perform guest check-in and check-out procedures accurately and efficiently, following established service standards and procedures.
Establish appropriate credit at check-in, issue room keys, and provide clear information about hotel services, amenities, and local attractions.
Maintain proficiency with the property management system (PMS) to manage reservations, room assignments, and guest accounts accurately.
Process financial transactions accurately, maintain guest account records, and adhere to all established procedures.
Handle in-person, phone, and message-based inquiries with urgency and professionalism—researching answers when needed and assisting with reservations, amenities, and local information.
Operate PBX and radio paging systems according to property procedures and respond to emails within 24 hours.
Maintain current knowledge of local and regional dining, shopping, events, attractions, and services to provide high-quality guest recommendations.
Promote all hotel amenities, conveniences, and programs offered, including events and guest services.
Coordinate across Housekeeping, Maintenance, Food & Beverage, and leadership to ensure room readiness, smooth daily operations, and timely resolution of guest needs and concerns.
Communicate key updates and information to team members and management and maintain accurate shift logs to ensure continuity between shifts.
Resolve guest issues with professionalism and sound judgment, balancing guest satisfaction with business objectives, escalating when appropriate, and ensuring thorough follow-up.
Handle admission and retail sales accurately while promoting special events and upsell opportunities.
Execute opening, mid-shift, and closing tasks—including inventory tracking, restocking, and light cleaning—to maintain a clean, organized, and welcoming front desk environment.
Manage delivery intake, vendor access, contractor permissions, and visitor logistics.
Coordinate luggage collection and storage.
Log, track, and reunite lost-and-found items with their owners in accordance with property procedures.
Follow all company policies, procedures, safety, and security standards.
Perform other related duties and special projects as assigned by management to support departmental and organizational goals.

Benefits

Hourly Pay Range: $17 to $18 DOE
Tip/Tip Pooling Eligible
Get Paid Daily (Make any day payday)
Paid Time off & Holiday Pay
Benefits - Medical, Dental, Vision, Disability, 401K
HSA/FSA Plans -with employer contribution
Values Based Culture (#OMGLIFE)
Culture Add (Creating Space for Fresh Perspectives)
Referral Bonus (Get Paid to Recruit)
Discounted Lodging, Dining, Spa, Golf, and Retail
Employee Assistance Program
“Columbia Cares” Volunteer Opportunities
Committee Participation Opportunities (Fun, Philanthropic, Diversity/Equity/Inclusion)
Task Force Work Opportunities (Grow your career in idyllic locations across the globe)
Online Learning Platform to Help You Grow!
Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more)