Guest Experience Agent — Front Desk

Makeready; San Antonio (TX); On-site; USD 28,000 - 42,000; Full time

Benefits offered by this job

PTO / PTO exchange

Medical / Dental / Vision benefits

Maternity / Paternity leave

Pet insurance

401k matching

Job summary

The Menger Hotel, part of Makeready, is seeking a Front Desk Agent to warmly greet guests and set a welcoming tone from arrival to departure.

As a key first point of contact, you will check guests in/out, verify payments, answer questions, and tailor recommendations while coordinating with housekeeping and other departments.

We offer comprehensive benefits including PTO, medical/dental/vision, parental leave, 401k, and more, with a commitment to an equal opportunity workplace.

Qualifications

• Previous Front Desk, Guest Services, hospitality, customer service experience preferred.
• Approachable, personable, and naturally welcoming demeanor.
• Genuine passion for creating memorable guest experiences.
• Patient and understanding when responding to guest needs, concerns, and requests.
• Strong attention to detail and commitment to accuracy.
• Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays.

Responsibilities

• Warmly welcome guests upon arrival and create a positive first impression.
• Complete all guest check-in and check-out procedures accurately and efficiently.
• Assign guest rooms based on reservations, preferences, availability, and property standards.
• Review room rates, accommodations, amenities, hotel services, and relevant property information during the check-in process.
• Verify payment methods, obtain proper authorization, and ensure credit card information is accurately maintained.
• Respond to guest questions, requests, and concerns in a timely, professional, and thoughtful manner.
• Anticipate guest needs and provide personalized recommendations for hotel experiences, dining, entertainment, and local attractions.
• Maintain a strong knowledge of the property, surrounding neighborhood, and local area to confidently assist guests.
• Answer incoming calls and assist with guest inquiries, requests, and general hotel information.
• Coordinate with Housekeeping, Engineering, Food + Beverage, Security, and other departments to ensure guest needs are addressed efficiently.
• Accurately maintain guest profiles, preferences, notes, and reservation information within the property management system.
• Monitor room status and communicate effectively with operational departments to support guest arrivals and departures.
• Handle guest concerns with patience, professionalism, and sound judgment, escalating issues to leadership when appropriate.
• Support the resolution of billing questions, folio discrepancies, room concerns, and other guest-related matters.

Skills

Front Desk

Guest Services

Customer Service

Hospitality

Communication Skills

Multitasking

Job description

The Menger Hotel, part of Makeready, is seeking a Front Desk Agent to warmly greet guests and set a welcoming tone from arrival to departure.

As a key first point of contact, you will check guests in/out, verify payments, answer questions, and tailor recommendations while coordinating with housekeeping and other departments.

We offer comprehensive benefits including PTO, medical/dental/vision, parental leave, 401k, and more, with a commitment to an equal opportunity workplace.