Guest Experience Specialist

Ensemble; Philadelphia (Philadelphia County); On-site; USD 17,000 - 25,000; Full time

Job summary

Ensemble in Philadelphia is seeking a Front Desk Clerk to coordinate guest arrivals and departures, manage reservations, and handle inquiries. You will process payments, issue keys, and balance cash while delivering warm, professional service.

The role requires attention to detail, strong communication, and a readiness to assist guests with diverse needs. You will contribute to guest satisfaction and operational efficiency across daily shifts.

Qualifications

• Maintain neat, professional appearance per grooming and uniform standards.
• Welcome guests warmly and exceed guest expectations.
• Assist guests with disabilities per company standards.
• Communicate clearly with guests and colleagues, including proper telephone etiquette.
• Protect confidential information and safeguard company assets.
• Lift up to 10 pounds and perform occasional physical tasks.

Responsibilities

• Coordinate guest check-ins and check-outs, room reservations, modifications, and cancellations.
• Verify and process payments; reconcile guest accounts for billing accuracy.
• Issue, activate, and manage guest room keys.
• Respond promptly to guest inquiries and requests; provide follow-up and resolution.
• Generate contingency reports and maintain accurate guest records for emergencies.
• Educate guests on room features, amenities, services, hours, and local attractions.
• Resolve unresolved guest concerns from previous shifts to ensure complete closure.
• Review daily operational reports and logs to maintain awareness of activities and guest needs.
• Complete required cashier functions and end-of-shift reports in designated systems.
• Receive and communicate wake-up call requests to the appropriate department.
• Balance and secure cash banks at start and end of shifts.
• Process cash, credit card transactions, vouchers, corrections, and miscellaneous charges; provide accurate change.
• Report guest incidents involving loss, theft, or security concerns to management.

Skills

Guest service

Cash handling

Communication

Organization

Conflict resolution

Job description

Ensemble in Philadelphia is seeking a Front Desk Clerk to coordinate guest arrivals and departures, manage reservations, and handle inquiries. You will process payments, issue keys, and balance cash while delivering warm, professional service.

The role requires attention to detail, strong communication, and a readiness to assist guests with diverse needs. You will contribute to guest satisfaction and operational efficiency across daily shifts.