Guest Experience Agent

Embassy Suites by Hilton; Houston (TX); On-site; USD 28,000 - 42,000; Full time

Job summary

Embassy Suites by Hilton in Houston, TX seeks a Front Desk Agent to greet and check in guests, register reservations, and provide attentive service throughout the stay. You will handle guest inquiries, assist with concierge duties, and manage checkout while maximizing occupancy and revenue.

The role requires a friendly, detail-oriented approach, ability to multi-task, and a willingness to work varied shifts including evenings and weekends. Prior hotel experience is preferred.

Qualifications

• High School diploma or equivalent required; college coursework helpful.
• Experience in a hotel or related field preferred.
• Positive, upbeat personality with strong customer service focus.
• Ability to multi-task, stay detail-oriented and solve problems.
• Clear communication and basic arithmetic are required.
• Ability to work varied shifts including evenings, nights, weekends and holidays.
• Familiarity with hotel products and guest services beneficial.
• Willingness to participate in creating an enjoyable work environment.

Responsibilities

• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming; wear brand uniform.
• Maintain regular attendance per hotel scheduling needs.
• Comply with Avion Hospitality policies and engage in safe operations.
• Greet and welcome guests at the Front Desk; maintain warmth and professionalism.
• Operate telephone switchboard; meet performance standards.
• Handle information requests, mail and messages efficiently.
• Answer guest inquiries about services, facilities and hours.
• Provide information on restaurants, transportation, and local attractions.
• Communicate effectively with other departments and team members.
• Be familiar with rates, packages and promotions; know group codes and dates.
• Collect guest information for room reservations and quote rates accordingly.
• Know Avion Hospitality policies and house rules; assist in emergencies.
• Process check-ins and check-outs in a courteous manner.
• Operate front desk computer system; log and deliver packages as required.
• Use two-way radio etiquette when communicating with staff.
• Deliver guest items and assist with special requests.
• Maintain knowledge of property amenities and local events.

Skills

Customer service

Multi-tasking

Problem solving

Communication

Financial data basics

Microsoft Office

Education

High School diploma

College coursework helpful

Experience in hotel or related field preferred

Positive upbeat personality

Tools

Front Desk software

Microsoft Office

Job description

Embassy Suites by Hilton in Houston, TX seeks a Front Desk Agent to greet and check in guests, register reservations, and provide attentive service throughout the stay. You will handle guest inquiries, assist with concierge duties, and manage checkout while maximizing occupancy and revenue.

The role requires a friendly, detail-oriented approach, ability to multi-task, and a willingness to work varied shifts including evenings and weekends. Prior hotel experience is preferred.