Guest Services Agent — Front Desk & Concierge

HEI Hotels & Resorts; San Ramon (CA); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Health insurance

401(k) with matching

Discounts

Pet insurance

Vision insurance

Paid time off

Job summary

HEI Hotels & Resorts is seeking a Front Desk/Guest Services Associate in San Ramon, CA to deliver superior guest service by handling calls, messages, and wake-up requests. You will coordinate with departments, assist guests pre-arrival, and ensure accurate information flow. Prior guest-facing experience is required.

The role emphasizes calm, professional communication, teamwork across departments, and timely responses to guest needs in a dynamic hotel environment.

Qualifications

• Two years of experience in a similar position with heavy customer interaction.
• Must communicate well with guests and other associates.
• Ability to input information using a moderately complex computer system.

Responsibilities

• Offer professional, friendly, and engaging service consistently.
• Handle external and internal calls, texts, or emails and direct or assist callers.
• Own caller requests and ensure follow-up per hotel standards.
• Input and retrieve messages; read and recite messages for guests as needed.
• Receive wake-up call information and ensure timely delivery.
• Liaise with departments to arrange amenities and coordinate deliveries.

Skills

Customer service

Verbal communication

Written communication

Education

High School diploma or GED

Job description

HEI Hotels & Resorts is seeking a Front Desk/Guest Services Associate in San Ramon, CA to deliver superior guest service by handling calls, messages, and wake-up requests. You will coordinate with departments, assist guests pre-arrival, and ensure accurate information flow. Prior guest-facing experience is required.

The role emphasizes calm, professional communication, teamwork across departments, and timely responses to guest needs in a dynamic hotel environment.