Guest Experience Specialist (Front Desk)

huntington-hotel-group; Burbank (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Huntington Pacific Hotels LLC seeks a Guest Experience Specialist (Front Desk) at our California property. You will greet guests, check in/out, handle requests, and coordinate with other departments to ensure a memorable stay.

We value strong communication, professional appearance, and the ability to multitask calmly in a fast-paced environment. This non-exempt role requires flexibility to work nights, weekends, and holidays, and offers opportunities to learn across brands and operations.

Qualifications

• High school diploma or equivalent required.
• Customer service experience required.
• Hotel front desk experience preferred, but not required.

Responsibilities

• Welcome guests with a warm greeting and deliver a smooth check-in/check-out experience.
• Assign rooms, issue keys, and manage guest requests efficiently.
• Process payments and prepare accurate folios/invoices.
• Maintain an organized, clean, and secure front desk area.
• Answer phones promptly and professionally; manage guest messages and mail discreetly.
• Provide information on hotel services, events, and local recommendations.
• Coordinate transportation and assist with guest needs as they arise.
• Document guest concerns and follow up to support satisfaction and resolution.

Skills

Communication skills

Professional appearance

Attention to detail

Multitasking

Calm under pressure

Education

High school diploma or equivalent

Job description

Join the Huntington Team

Huntington Pacific Hotels LLC manages and develops Marriott- and Hilton-branded hotels with a focus on strong operations and memorable guest experiences. If you enjoy helping people, solving problems, and working with a team in a fast-paced environment, this role is a great fit.

Why Huntington

• Career growth: Learn the business from experienced leaders and build skills that transfer across hotels and departments
• Supportive culture: Work with a team that values accountability, service, and doing the right thing
• Variety and opportunity: Exposure to multiple brands, systems, and day-to-day operations
• Guest-first mindset: Be empowered to take ownership and make things right for guests

Guest Experience Specialist (Front Desk)

Reports To: Front Office Manager/Operations Manager

Position Summary

This job isn’t just about a smooth check-in and check-out. We aim to create a guest experience that is memorable and unique from arrival through departure.

Guest Experience Specialists take initiative to deliver a wide range of services that guide guests through their entire stay. The role goes beyond the traditional front desk—you take ownership of the guest experience in key areas of the hotel with a “guest first” mindset. You are empowered to move throughout the property and do what needs to be done. Whether handling operational needs, addressing guest requests, completing reports, supporting food and beverage service when needed, or sharing local highlights, you help make every interaction feel like part of the experience.

Success requires creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and presenting a professional appearance and communication style.

Key Responsibilities

• Welcome guests and deliver a positive check-in and check-out experience
• Assign rooms, issue keys, and manage guest requests efficiently
• Process payments and prepare accurate folios/invoices
• Maintain an organized, clean, and secure front desk area
• Answer phones promptly and professionally; manage guest messages and mail discreetly
• Provide accurate information on hotel services, amenities, hotel events, and local recommendations
• Coordinate transportation requests when needed
• Document guest concerns and follow up to support satisfaction and resolution
• Communicate guest needs clearly to housekeeping, engineering, and leadership
• Resolve billing discrepancies accurately and professionally
• Use property management systems and hotel technology to support smooth operations
• Promote current rates, hotel offers, and packages as directed
• Conduct tours of guestrooms and meeting spaces for prospective guests
• Respond calmly during emergencies and follow safety procedures
• Support other departments as needed based on business levels
• Perform other reasonable duties as assigned to support the operation

Qualifications

• High school diploma or equivalent required
• Customer service experience required
• Hotel front desk experience preferred, but not required

Skills & Expectations

• Strong communication skills (verbal and written)
• Professional appearance and courteous demeanor
• Strong attention to detail and accuracy with cash handling and billing
• Ability to multitask and stay calm in a busy environment
• Flexible schedule including nights, weekends, and holidays as needed

Physical Requirements

• Ability to stand, sit, or walk for extended periods
• Ability to move throughout the hotel to support guest needs
• Ability to move, lift, carry, push, pull, and place objects up to 25 lbs without assistance
• Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

California & Federal (FLSA) Wage/Hour Notes

• This position is Non-Exempt and eligible for overtime in accordance with federal FLSA and California wage and hour requirements.
• Meal and rest periods are provided in accordance with California requirements.
• Scheduling, timekeeping, and all hours worked must be accurately recorded; no off-the-clock work.
• Paid sick leave and other required benefits are provided in accordance with California and any applicable local ordinances.

Employment Statements

• Huntington Hospitality is an Equal Opportunity Employer.
• Employment is at-will (unless otherwise required by law or written agreement).
• This job description is not a contract and may be modified based on business needs.

.