Front Desk Guest Experience Specialist

HEI Hotels & Resorts; Houston (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Vacation, sick and holiday time

Pet insurance

Life insurance

Job summary

HEI Hotels & Resorts seeks a Front Desk role at The Laura Hotel in downtown Houston to welcome guests, manage registrations, process payments, and coordinate room accommodations. You will handle guest inquiries, assist with check-in/out, and promote HEI brand programs while delivering exceptional hospitality.

The position emphasizes accurate data entry, professional communication, and the ability to resolve issues with tact during peak periods and emergencies.

Qualifications

• Hotel experience preferred.
• Strong calculator skills for moderate calculations.
• Ability to handle internal/external customers with tact and diplomacy.
• Able to stand and move throughout front office.
• Accurate data entry in a moderately complex system.
• Recognize signs of emergency situations.
• Build effective working relationships with staff and guests.
• Strong verbal and written communication skills.
• Adapt communication style to different audiences.

Responsibilities

• Greet guests with a friendly, sincere welcome and provide information on outlets and attractions.
• Process registration, assign rooms, and promote HEI brand programs; code keys and prepare welcome folders.
• Verify cards, handle payments, and balance the house bank; record vouchers and currency exchanges.
• Answer phones promptly, relay messages, and retrieve mail and packages for guests.
• Close accounts at checkout and address dissatisfaction with potential revenue adjustments.
• Investigate and resolve guest complaints through research and negotiation.
• Stay calm and plan steps during emergencies or busy periods.
• Adhere to attendance and regular work schedule; perform additional duties as assigned.

Skills

Hotel experience

Calculator proficiency

Customer service

Front desk operations

Computer input

Emergency awareness

Relationship building

Verbal communication

Adaptive communication

Job description

HEI Hotels & Resorts seeks a Front Desk role at The Laura Hotel in downtown Houston to welcome guests, manage registrations, process payments, and coordinate room accommodations. You will handle guest inquiries, assist with check-in/out, and promote HEI brand programs while delivering exceptional hospitality.

The position emphasizes accurate data entry, professional communication, and the ability to resolve issues with tact during peak periods and emergencies.