Night Audit & Guest Experience Specialist

Excel Hotel Group; Carlsbad (CA); On-site; USD 20,664 - 27,552; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Life insurance

PTO

401k with company match

Travel discount program

Growth opportunities

Job summary

Excel Hotel Group is seeking a front desk associate to warmly welcome guests, check them in/out and provide accurate information about hotel services. You will handle registrations, issue keys, and manage phone inquiries with a helpful, professional demeanor.

The role includes processing transactions, supporting guest requests, and ensuring total guest satisfaction through effective service recovery when needed. This position emphasizes accuracy and guest-centric service.

Qualifications

• 1–2 years customer service experience.
• Ability to stand for 8 hours.
• Basic knowledge of computers and software including e‑mail, word processing, spreadsheet software and hotel management system.

Responsibilities

• W کelcomes guests in a friendly, prompt and professional manner.
• Registers guests, issues room keys, provides information on hotel services and room location, and answers phones promptly.
• Upsells rooms when possible to maximize hotel revenue.
• Processes all cash and credit transactions per procedures, including posting charges, reports, deposits, and securing cash.
• Issues, controls and releases guest safe-deposit boxes.
• Communicates outstanding guest requests to management for follow-up.
• Responds to guest complaints with appropriate service recovery gestures to ensure satisfaction.

Skills

Customer service

Communication

Phone etiquette

Tools

Hotel management system

Email

Word processing

Spreadsheets

Job description

Excel Hotel Group is seeking a front desk associate to warmly welcome guests, check them in/out and provide accurate information about hotel services. You will handle registrations, issue keys, and manage phone inquiries with a helpful, professional demeanor.

The role includes processing transactions, supporting guest requests, and ensuring total guest satisfaction through effective service recovery when needed. This position emphasizes accuracy and guest-centric service.