Guest Experience Specialist

Pacific Hotel Management, LLC provided pay range This range is provided by Pacific Hotel Management, LLC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $24.00/hr - $24.00/hr The Guest Experience Specialist is the first point of contact for hotel guests and is responsible for providing personalized service to guests upon arrival, during their stay and upon departure. In addition, the Guest Experience Specialist performs all front‑office functions, assists guests in other areas when needed, promotes hotel services, and anticipates guest needs to promote higher satisfaction. Duties And Responsibilities Operations Greet all guests and associates upon contact. Manage doors for multiple guests and visitors. Provide parking guidance or make transportation arrangements. Check‑in/Check‑out guests. Assist with hotel reservations for guest rooms, dining and conference facilities. Coordinate on‑site meetings in the Board Room. Escort guests to their room or other hotel areas. Assist with carrying, holding or storing luggage and other items. Manage multiple phone calls, radio calls, e‑mails or requests. Provide personal shopping for guests when needed. Deliver packages, newspapers, group amenity deliveries and other requested items. Assist guests with beverage and/or food orders in the absence of the Hospitality Specialist. Maintain hotel entrance clean, clear of congestion and report safety matters to Maintenance. Promote hotel services, facilities and anticipate guest needs to increase satisfaction. Follow emergency, health and safety guidelines to provide a safe environment. Follow PHM’s Employee Handbook policies such as scheduled shift reporting, punctuality, absences and professional demeanor. Interpersonal Relationships Chat professionally with guests and associates, smile often, and establish trust and loyalty. Assist with training or guidance for new associates when requested. Resolve and address all guest and associate questions or concerns creatively and professionally. Report any issues, concerns or suggestions to management. Communicate constantly with all hotel departments to ensure guest satisfaction. Financials Follow all cash handling procedures. Follow posted schedule and minimize overtime and missed meals. Working Environment The hotel is a public business atmosphere with varying indoor and outdoor temperatures. The job is mainly indoors but may involve outdoor work based on business demands. Some local travel may be required for hotel events, meetings or training. Education Minimum of High School Diploma or equivalent. Work Experience Minimum of 1 year in a customer service position in hospitality or equivalent. 4‑5 Star Hotel experience preferred. Knowledge Understand hotel functions and guest profiles. Know local area (restaurants, landmarks, shopping centers, attractions). Possess computer knowledge: typing, e‑mail, Microsoft Office, Outlook, and search engines. Skills Strong English business communication skills, verbal and written. Strong interpersonal skills: listening, smiling, relating, asking questions, teamwork. Manage multiple tasks, maintain focus, structure, and prioritize. Resolve conflicts professionally and communicate any issues to management. Abilities Initiate conversations with guests and associates, smile often, build relationships to foster loyalty. Maintain consistent positive energy, self‑motivation, and passion for hospitality. Keep hotel sensitive information confidential. Learn new software and computer systems. Adapt to various situations, handle change, pressure, and remain composed. Physical Requirements Prolonged standing/walking for 8 hours; walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs and push/pull approximately 100 lbs. Business Attire Present a professional business image to guests and associates. Follow PHM’s dress and grooming standards, wear full uniform at all times, ensure it is neat, clean, wrinkle‑free, and practice good personal hygiene. Other Requirements Meet California state minimum age to serve alcohol. Preferred Qualifications Degrees or certifications in Business Management or Hospitality (preferred but not required). Bilingual or multilingual. Emotional Intelligence Training. Forbes Training. Food service permit/valid health/food handler card as required by local or state government. Seniority Level Entry level Employment Type Full‑time Job Function Other Industries Hospitality #J-18808-Ljbffr