Guest Service Associate

Hotel Ella; Austin (TX); On-site; USD 2,066,000 - 3,031,000; Full time

Job summary

Hotel Ella is seeking a proactive Front Desk Associate to greet guests, manage reservations, and ensure exceptional service. You will handle check-ins and check-outs, maintain accurate cash handling, and coordinate with housekeeping to guarantee room readiness.

The role requires prompt, courteous communication across departments and a thorough understanding of hotel operations. Experience in hospitality is preferred, with a focus on guest satisfaction and professional demeanor.

Responsibilities

• Welcome and check-in guests with friendly, efficient service.
• Handle cash drawer and ensure accurate change and balances.
• Answer and transfer calls promptly and courteously (preferably 3 rings).
• Manage reservations: process bookings, deposits, confirmations, and rate plans.
• Monitor and respond to reservations emails in a timely, professional manner.
• Check room availability and status with housekeeping to avoid overbooking.
• Maintain knowledge of room types, features, rates, and inventory.
• Document accurately in the property management system and verify arrivals.

Skills

Customer service

Phone etiquette

Communication

Multitasking

Job description

• Welcome and check-in guests in a friendly and efficient manner, demonstrate excellent customer service and phone etiquette
• Accountable for assigned cash drawer(s) and cash balances (make correct change)
• Answer and transfer calls in timely (preferably 3 rings) and courteous fashion
• Manage all aspects of the reservations process (process room reservations, secure deposit and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.
• Monitor reservations email account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly
• Understand how to check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided an inspected room
• Maintain full knowledge of all room types, features, locations, rates
• Verify accuracy of information in property management system by entering data correctly and checking daily arrivals
• Effectively handle all guest inquiries, requests and complaints; confirm guest needs have been met; timely alert manager on duty to any unresolved complaints
• Communicate effectively with all departments
• Develop a working knowledge of local attractions, business locations, and points of interest
• Review daily activities and groups, communicate details with co-workers and guests as needed
• Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/ lounge guests, visitors
• Know location, basic troubleshooting and relevant contact list for all major hotel systems Knowledge of all hotels services, amenities, and hours of operation
• May be first point of contact during any emergency; be familiar with all emergency procedures as documented in hotel Emergency Manuals
• Accurately handle all in-house accounts including guest names, room charges, methods of payment, special requests, etc.
• Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests (i.e., extra towels, pillows etc.) ,and general inquiries
• Confirm guest satisfaction at check-out and take appropriate corrective action if necessary. Say, "Thank you."
• Perform daily reporting requirements based on specific hotel needs
• Ensure transfer of information from shift to shift at the Front Desk
• Keep adequate inventory of front desk and guest supplies available at all times. Communicate shortages as necessary
• Understand operation of guest room features, i.e. HVAC units, thermostats, showers, windows, etc.