Guest Experience Agent

Home2 Suites Houston; Houston (TX); On-site; USD 21,000 - 28,000; Full time

Job summary

Home2 Suites Houston is seeking a Front Desk Agent to warmly greet guests, register arrivals, and manage reservations with a focus on courteous, efficient service throughout the stay. You will settle accounts at checkout and support guests with information on local amenities and events.

The role requires strong communication, problem solving, and multitasking in a fast-paced hotel environment, with a schedule that may include evenings and weekends.

Qualifications

• High school diploma or equivalent.
• Experience in a hotel or related field preferred.
• Positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying and dividing
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos
• Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations
• An operational knowledge of Microsoft Office suite
• Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends and holidays
• Holds an understanding of hotel products and guest services (i.e. lifestyle, full service, resort, etc)
• Ability to participate in the creation of an enjoyable work environment

Responsibilities

• Greet and register guests, provide outstanding service during their stay, and settle accounts at check-out.
• Register guests, modify reservations, operate the hotel switchboard, and perform concierge duties as needed.
• Maintain a professional appearance and adhere to brand standards.
• Maintain regular attendance in compliance with hotel policies and schedules.
• Handle check-ins and check-outs in a friendly, efficient manner; assist with information requests and messages.
• Be familiar with hotel amenities, promotions, rates, and in-house groups; coordinate with other departments for guest needs.
• Operate the Front Desk computer system and ensure timely delivery of packages and mail to guests.

Skills

Positive upbeat personality

Outstanding customer service

Multi-tasking

Detail-oriented

Problem solving

Clear communication

Microsoft Office knowledge

Education

High School diploma or equivalent

College coursework in related field helpful

Experience in hotel or related field preferred

Understanding of hotel products and guest services

Ability to work varied schedule

Tools

Microsoft Office

Job description

Home2 Suites Houston is seeking a Front Desk Agent to warmly greet guests, register arrivals, and manage reservations with a focus on courteous, efficient service throughout the stay. You will settle accounts at checkout and support guests with information on local amenities and events.

The role requires strong communication, problem solving, and multitasking in a fast-paced hotel environment, with a schedule that may include evenings and weekends.