Front Desk

HEI Hotels & Resorts; Boerne (TX); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Medical & Dental

Vision Insurance

Vacation & Holidays

Pet Insurance

401(k) with match

Hotel Discounts

Job summary

HEI Hotels & Resorts is seeking a Front Desk Guest Services Associate at Tapatio Springs Hill Country Resort to assist guests with arrival and departure, check-in/out, and local information. The role emphasizes excellent guest service, accuracy, and a friendly approach.

The position requires a High School Diploma or equivalent, strong cash handling, and superb communication. It offers competitive hourly pay and benefits, with on-site work at the resort location.

Qualifications

• High School Diploma or equivalent; college degree preferred.
• Hotel experience preferred.
• Strong math and cash handling skills.
• Excellent communication and customer service skills.
• Ability to stand and move throughout the front office.

Responsibilities

• Greet guests warmly with a sincere welcome, provide accurate information on hours and local attractions.
• Complete the registration process using the computer system and verify room rate and guests.
• Code electronic keys and prepare welcome folders and materials.
• Verify and imprint credit cards; handle cash and balance a house bank.
• Answer phones clearly, relay messages, and assist with mail and packages.
• Close guest accounts at checkout and address guest concerns, resolving issues professionally.
• Remain calm and efficient during busy periods and emergencies.
• Perform other job-related duties as assigned.

Skills

Customer service

Mathematical calculations

Stand/walk

Computer input

Emergency awareness

Team collaboration

Verbal/written communication

Adaptable communication

Education

High School Diploma or equivalent

College degree (preferred)

Tools

Front desk computer system

Job description

About Us

Imagine being greeted by the rugged limestone hills, big blue skies, and fresh country air of Tapatio Springs Hill Country Resort at the top of every workday. Working at our 220-acre resort combines the natural beauty of our surroundings with the warmth of true Texas spirit. Join a team of dedicated professionals who welcome with big smiles and even bigger hearts. At Tapatio Springs, our warm and open company culture comes through in a working environment where country music and spirit are ever-present. When it comes to our commitment to our team, we walk the walk by offering employees competitive compensation and an impressive benefits package, including:

• Flexible scheduling for all employees
• Employee appreciation and targeted training programs
• Employee discounts on room rates and at restaurants, golf course and pro shop

We also make time to celebrate our team with special parties, casual happy hours, and other social activities that foster connection.

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Overview

Assist guests with arrival and departure from hotel, while providing positive guests experiences.

Essential Duties and Responsibilities

The following are specific contributions that must be developed during the training program in order to successfully complete the program and be placed in a hotel with or without reasonable accommodation:

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Make appropriate selection of rooms based on guest needs.
• Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, traveler's checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Qualifications and Skills

Education and Experience

• High School Diploma or equivalent required, and college degree preferred.
• Hotel experience preferred.

Knowledge, Skills and Abilities

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to stand and move throughout front office and continuously perform essential job functions with or without reasonable accommodation.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to observe and detect signs of emergency situations.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Hourly rate of pay $20.32

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

• For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.
• Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.
• HEI also provides pet insurance through the ASPCA.
• For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.
• Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.

Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.