Luxury Guest Experience Specialist

The Houstonian Hotel, Club & Spa; Houston (TX); On-site; USD 30,000 - 42,000; Full time

Job summary

The Houstonian Hotel, Club & Spa is seeking a Guest Services Agent to create luxury guest experiences and welcoming first impressions. This role handles arrival/departure services, orientations, billing, and guest requests with discretion and professionalism.

As the main point of contact, you will collaborate with multiple departments, manage communications, and ensure smooth billing and departure experiences. A fast-paced, guest-focused environment requires exceptional service and organization.

Qualifications

• High School Diploma or GED is preferred.
• Able to work in a fast-paced environment with high pressure and/or stressful situations.
• Excellent verbal and written communication skills.
• Must remain guest-focused and resolve issues quickly and accurately.
• Able to multi-task and manage multiple priorities with attention to detail.
• Strong communication with many departments to assist guest requests.
• Proficient in English.

Responsibilities

• Oversee guests’ first impression upon arrival and handle all special requests.
• Main point of contact and communication with guests throughout stay.
• Answer guest questions using awareness of services, products, events, and hotel happenings.
• Take ownership of guest-related issues and resolve them while building relationships.
• Communicate guest issues and preferences to managers and other departments for proper follow-up.
• Ensure departure experiences are smooth and all billing is handled efficiently.
• Manage, respond, and delegate incoming emails, calls, and texts with professional communication.
• Book and sell room reservations and guide future guests on products and activities.
• Assist monitoring fire safety systems and emergency procedures.
• Complete day-to-day task checklist while multitasking in the lobby.
• Anticipate and adapt to customize guest experiences.
• Assist bell, housekeeping, valet, dining, and other departments as needed.
• Ensure compliance with Front Office standards, procedures, and services.

Skills

Communication

Multi-tasking

Organization

Attention to detail

Guest focus

Education

High School Diploma or GED

Job description

The Houstonian Hotel, Club & Spa is seeking a Guest Services Agent to create luxury guest experiences and welcoming first impressions. This role handles arrival/departure services, orientations, billing, and guest requests with discretion and professionalism.

As the main point of contact, you will collaborate with multiple departments, manage communications, and ensure smooth billing and departure experiences. A fast-paced, guest-focused environment requires exceptional service and organization.