Hotel Guest Service Specialist

2 days ago


National City, California, United States Excel Hotel Group Full time
About Us

Excel Hotel Group is a fully integrated property ownership, management, and development company experiencing exciting growth. Our family-driven culture is the backbone of our company, and we believe in promoting from within.

Salary

The estimated salary for this position is $17.00 - $17.50 per hour, based on industry standards and location. We offer competitive compensation packages that include excellent benefits and opportunities for growth.

Job Description

The Front Desk Agent plays a critical role in ensuring the success of our hotel by providing exceptional customer service, managing front desk operations, and upselling rooms to maximize revenue. This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced environment.

Responsibilities:

  • Welcome guests in a friendly, prompt, and professional manner.
  • Register guests, issue room keys, provide information on hotel services, and answer phones in a courteous manner.
  • Upsell rooms to maximize hotel revenue.
  • Accurately process all cash and credit card transactions in accordance with established procedures.
  • Issue, control, and release guest safe-deposit boxes.
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
  • Respond appropriately to guest complaints and make service recovery gestures to ensure total guest satisfaction.

Qualifications:

  • 1-2 years of customer service experience.
  • Ability to stand for 8 hours.
  • Basic knowledge of computers and software, including the ability to use email, word processing, spreadsheet software, and hotel management systems.

Benefits:

  • Excellent benefits, including medical, dental, life insurance, paid time off, and a 401(k) plan with company match for full-time associates.
  • Excellent travel discount program.
  • Opportunities for growth within the company.

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