Front Desk

San Benito, TX, USA|

Job Overview

Job Description

This job opportunity is with a reputable hotel facility that prides itself on delivering exceptional guest experiences through attentive and professional service. The establishment is known for maintaining a welcoming atmosphere and offering high-quality accommodations and amenities to a diverse clientele. As a player in the hospitality industry, this hotel emphasizes operational excellence, customer satisfaction, and creating memorable stays for guests, which aligns with its mission to be a leader in the competitive lodging market.

The role of Guest Service Representative plays a vital part in achieving the hotel's goals by serving as the first point of contact for guests. Their responsibilities include greeting and registering guests, managing reservations, handling inquiries, and ensuring accurate billing upon checkout. This position involves direct interaction with guests before, during, and after their stay, providing courteous and efficient service to maximize guest satisfaction and hotel revenue. Key aspects of the role entail using persuasive selling techniques to promote rooms and marketing programs, collaborating with various departments to maintain room status and timely repairs, and managing security and safety protocols.

The Guest Service Representative should possess excellent communication and problem-solving skills, a professional appearance, and an ability to multi-task in a fast-paced environment. They are also responsible for maintaining confidentiality, handling guest complaints with tact, and adhering to all safety and regulatory guidelines, including OSHA and state health codes. Additionally, this position requires proficiency with operating hotel systems, including phone, computer equipment, and reservation software, along with basic knowledge of Microsoft Office. The role also includes key control duties and managing lost-and-found items securely.

This is a full-time role under the direct supervision of the General Manager. The hotel's commitment to employee development is reflected in its provision of training for security, alcohol service, and health and safety requirements. Moreover, the Guest Service Representative will assist in onboarding new staff members and contribute to fostering a positive work environment. This position is ideal for individuals passionate about hospitality and eager to contribute to a distinguished hotel brand by enhancing every guest's stay and supporting operational efficiency.

Job Requirements

High school diploma or equivalent
Prior experience in customer service or hospitality preferred
Ability to maintain professional appearance and demeanor
Strong communication and interpersonal skills
Basic computer proficiency including Microsoft Office
Ability to perform basic math calculations
Capability to handle multiple tasks simultaneously
Must pass background check
Flexibility to work various shifts including weekends and holidays
Commitment to follow safety and security protocols

Job Qualifications

High school diploma or equivalent
Previous experience in front desk or guest service role preferred
Strong communication skills
Ability to multi-task and problem-solve
Basic math skills
Knowledge of hotel reservation systems and Microsoft Office
Good interpersonal skills
Ability to handle guest complaints diplomatically
Understanding of hospitality industry standards
Basic knowledge of safety and security procedures
Ability to work collaboratively with team members

Job Duties

Greet and register guests efficiently
Make and modify reservations
Perform hotel operator and concierge duties
Handle guest transactions, balancing reports, cash control, and deposits
Resolve guest complaints professionally and courteously
Ensure room status updates and timely repairs in coordination with other departments
Implement safety and security policies and procedures
Use persuasive selling techniques to maximize room revenue
Operate phone systems, computer equipment, and office tools
Manage key control including issuing and receiving room and master keys
Process lost and found items according to hotel policy
Assist in training new staff
Support a positive, enjoyable work environment
Understand hotel products and services including food and beverage and recreation
Maintain confidentiality and professional demeanor
Follow health, safety, and OSHA guidelines