Guest Experience Specialist

Stonebridge; Houston (TX); On-site; USD 17,000 - 24,000; Full time

Job summary

Stonebridge in Houston, Texas is seeking a Guest Services Assistant to support hotel operations across front desk, reservations, housekeeping, food and beverage, and other departments. The role involves shadowing staff, participating in day-to-day duties, and helping implement hotel operations programs in line with property policies.

You will greet guests, arrange VIP arrivals, assist with call handling, and coordinate with Sales, Catering, and other teams to deliver memorable guest experiences

Qualifications

• Strong communication skills, both written and verbal.
• Ability to learn quickly and apply knowledge to daily tasks.
• Excellent problem-solving skills and attention to detail.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong customer service skills and a willingness to assist in various operational departments.
• Ability to work both independently and as part of a team.

Responsibilities

• Assist with various Hotel Operations tasks, including front desk, reservations, night audit, and guest services.
• Communicate with guests before, during, and after their stay through personalized email correspondence to enhance the overall guest experience.
• Foster meaningful guest interactions that contribute to positive guest satisfaction scores, online reviews, and brand loyalty.
• Prepare and distribute welcome letters, amenity cards, and other guest communications to ensure a memorable arrival experience.
• Greet and engage guests throughout the hotel, providing warm, personalized service and anticipating guest needs.
• Assist in coordinating and preparing VIP guest arrivals, including welcome amenities, personalized packages, and special requests.
• Work alongside team members in housekeeping, laundry, and bell services to learn about daily rooms operations.
• Participate in restaurant, sales, and catering activities to gain a comprehensive understanding of hotel F&B services.
• Answer guest calls promptly and professionally, following the scripted response guidelines.
• Support the Sales and Catering team by attending client meetings, preparing meeting materials, and assisting with follow-up communications.
• Support the hotel's social media presence by creating engaging content, capturing property and event highlights, and promoting the hotel's amenities and guest experiences in accordance with brand standards.
• Partner with the Catering Manager to promote, coordinate, and execute meetings, events, and special functions while ensuring exceptional guest satisfaction.
• Collaborate with multiple departments to ensure seamless execution of guest requests, VIP experiences, and special events.
• Assist with the planning and execution of on-property guest engagement initiatives and hotel events.
• Create incident reports for guest injuries or issues as required.
• Assist with resolving guest complaints, ensuring high levels of guest satisfaction.
• Maintain compliance with all hotel policies, procedures, and standards

Skills

Strong communication

Learn quickly

Problem solving

Customer service

Teamwork

Independence

Job description

Stonebridge in Houston, Texas is seeking a Guest Services Assistant to support hotel operations across front desk, reservations, housekeeping, food and beverage, and other departments. The role involves shadowing staff, participating in day-to-day duties, and helping implement hotel operations programs in line with property policies.

You will greet guests, arrange VIP arrivals, assist with call handling, and coordinate with Sales, Catering, and other teams to deliver memorable guest experiences