Guest Experience Specialist - Front Desk

Texas Western Hospitality Group; Lewisville (TX); On-site; USD 35,000 - 42,000; Full time

Job summary

Texas Western Hospitality Group operates the Hilton Garden Inn Dallas Lewisville in Lewisville, TX. This Front Desk position welcomes guests, handles check-ins/outs, answers calls, and promotes hotel services with a courteous, professional demeanor.

Responsibilities include registering guests, handling payments, coordinating reservations, assisting with wake-up calls, and supporting sales initiatives while ensuring 100% guest satisfaction and adherence to company policies.

Responsibilities

• Books guest reservations or coordinates with reservation center
• Registers guests promptly, upsells room rates, and assigns rooms
• Handles confidential guest information with integrity
• Answers and routes calls; takes messages accurately
• Assists with sales and marketing as directed
• Handles wake-up call requests
• Records guest information in the pass-on log
• Replenishes continental breakfast and keeps area clean
• Ensures lobby and common areas are clean
• Performs laundry as directed
• Checks guests in/out; processes payments per policy
• Answers phone promptly, efficiently, and politely
• Promotes hotel services and events; stays informed of area attractions
• Assists guests with questions; arranges transportation
• Uses creative reasoning to resolve guest concerns; aims for satisfaction
• Resolves minor complaints; informs supervisor of major issues
• Responds quickly to requests/complaints; follows up
• Completes daily paperwork: cashing out and postings
• Handles departmental accounting; posts charges; prepares deposits
• Balances cash bag at opening/closing
• Transmits/receives messages via computer/phone/email/fax
• Maintains professional appearance and demeanor
• Follows company policies and procedures
• Note: Other duties as assigned

Job description

Texas Western Hospitality Group operates the Hilton Garden Inn Dallas Lewisville in Lewisville, TX. This Front Desk position welcomes guests, handles check-ins/outs, answers calls, and promotes hotel services with a courteous, professional demeanor.

Responsibilities include registering guests, handling payments, coordinating reservations, assisting with wake-up calls, and supporting sales initiatives while ensuring 100% guest satisfaction and adherence to company policies.