Guest Experience Agent – Front Desk & Reservations

MCR; Killeen (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Residence Inn Killeen, located at 400 East Central Texas Expressway, Killeen, TX, seeks a Guest Service Representative to welcome guests, handle check-in/check-out, manage reservations, and provide information on rooms, rates, and amenities.

The role emphasizes exceptional customer service, strong computer skills, and the ability to multitask in a fast-paced hotel environment with a flexible schedule including days, nights, holidays, and weekends.

Qualifications

• Front desk experience preferred, but will train the right fit.
• Exceptional customer service skills required.
• Must possess strong computer skills.
• Excellent English communication skills both written and verbal.
• Ability to move, and occasionally lift up to 20 pounds and stand for extended periods.

Responsibilities

• Greet guests and complete the check-in process
• Input and retrieve information from the computer and PMS system
• Confirm guest information, room rate, selection of room, code electronic keys
• Provide information to guests about hotel amenities & local area
• Assist guests with check-out
• Ensure rooms and services are correctly accounted and charged
• Handling money, processing credit and debit cards, accepting various forms of payment, and processing gift certificates
• Demonstrate knowledge of hotel information including room categories, room rates, packages, promotions, the local area, and other general product knowledge
• Use up-selling techniques and promote marketing programs to maximize room occupancy and profit
• Answer and manage phone calls in a timely manner, managing multiple tasks at once
• Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner
• Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction
• Receive, retrieve, and relay messages and packages to guests
• Other duties as assigned

Skills

Front desk experience

Customer service

Computer skills

English communication

Job description

Residence Inn Killeen, located at 400 East Central Texas Expressway, Killeen, TX, seeks a Guest Service Representative to welcome guests, handle check-in/check-out, manage reservations, and provide information on rooms, rates, and amenities.

The role emphasizes exceptional customer service, strong computer skills, and the ability to multitask in a fast-paced hotel environment with a flexible schedule including days, nights, holidays, and weekends.