Guest Experience Specialist – Front Desk & Upsell

Home2 Suites West Palm Beach Airport; Austin (TX); On-site; USD 20,664 - 30,307; Full time

Benefits offered by this job

Health/Vision/Dental Insurance

Life/STD Insurance

401k

Employee Discounts

EAP (Employee Assistance Program)

Career growth opportunities

Job summary

TownePlace Suites Round Rock is seeking a Guest Service Representative to manage front desk interactions, registrations, checkouts, and guest inquiries in a fast-paced hotel setting in Round Rock, Texas.

You will greet guests, answer phones, process reservations, and provide information about local dining and attractions while maintaining a friendly, professional demeanor and adhering to hotel policies.

Qualifications

• Must be able to communicate effectively in English, both written and verbally.
• Must be able to stand for extended periods.
• Must be able to lift up to 20 lbs.
• Ability to work independently and manage tasks without supervision.

Responsibilities

• Provide exceptional customer service to all hotel guests, making their stay as comfortable and enjoyable as possible while achieving team and brand goals.
• Perform quality assurance (QA) requirements for the front office department.
• Ensure compliance with hotel policies, procedures, and relevant ordinances regarding personnel, security, cash handling, guest relations, and safety.
• Remain highly visible and readily available for guests, taking initiative to offer assistance or answer questions.
• Adhere to hotel credit policies, including credit card authorization, direct bill accounts, cash payments, and incidental deposits.
• Manage guest complaints, taking ownership to resolve issues and ensure superior guest satisfaction.
• Greet, register, suggestively sell (and upsell), issue room keys, and assign rooms in a friendly and efficient manner.
• Provide information about the hotel, amenities, local dining, attractions, and travel directions.
• Accurately check out guests and communicate departures to housekeeping.
• Make, confirm, and cancel reservations via telephone, computer, and written communication.
• Answer and route internal and external phone calls in a friendly manner, following prescribed procedures.
• Update the shift-to-shift log regularly to ensure clear communication between shifts.
• Maintain cleanliness and organization of the hotel lobby, coffee stations, and front desk area.
• Assist other departments as needed and perform other related duties as assigned.

Skills

Customer service

Communication

Multitasking

English proficiency

Job description

TownePlace Suites Round Rock is seeking a Guest Service Representative to manage front desk interactions, registrations, checkouts, and guest inquiries in a fast-paced hotel setting in Round Rock, Texas.

You will greet guests, answer phones, process reservations, and provide information about local dining and attractions while maintaining a friendly, professional demeanor and adhering to hotel policies.