Guest Service Agent—$500 sign-on bonus | Colton House Hotel

Columbia Hospitality • Austin, TX

21h • Onsite

About The Position

Master multitasker. Memory Maker. No two days are the same: delight, problem solve, and make the day for our incredible guests. You thrive in a fast-paced and dynamic environment, responsible for efficiently handling guest check-in and check-out processes including room credits, keys, guest issue resolution and special requests. Support the Guest Services and the Front Office team with financial and service-related tasks to create unique and meaningful experiences for guests who can’t wait to return.

Requirements

• Previous hospitality or customer service experience strongly preferred
• Previous experience in computerized Point of Sale systems preferred
• Strong written and verbal communication skills (in English) required
• Proficiency in Microsoft Office applications, including Word and Excel, preferred
• Prior experience with a property management system (PMS) strongly preferred
• 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

• $500 sign-on bonus after 90 days
• Tip/Tip Pooling Eligible
• Get Paid Daily (Make any day payday)
• Paid Time off & Holiday Pay
• Medical, Dental, Vision, Disability, 401K
• HSA/FSA Plans -with employer contribution
• Referral Bonus
• Discounted Lodging, Dining, Spa, Golf, and Retail
• Employee Assistance Program
• “Columbia Cares” Volunteer Opportunities
• Committee Participation Opportunities
• Task Force Work Opportunities
• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed