Guest Experience Agent

Who We Are

Based in San Antonio Texas Zachry Hotels is a proven leader in the developmentmanagementand ownership of hospitality assets. At Zachry Hotels we are passionate about hospitality and surround ourselves with team members who share that same passion. Our tenure in the hospitality and hotel industry has provided us the knowledge and key relationships for success in hotel management operation and development. We take care of our clients businesspartnersand each other as family within a culture of service and accountability where we do the right thing because it is the right thing to do.

Together We Can Do Great Things Every Person Matters This Is More ThanAJob

Position Overview

The Guest Service Agentis responsible forproviding exceptional service to guests through warm greetings efficient check-in/check-out proceduresaccurateinformation sharing and prompt resolution of guest requests. This role serves as the first point of contact for guests and plays a key part in creating a welcoming and memorable experience in a full-service hotel environment.

WhatYoullDo

Guest Service & Front Desk Operations

• Welcome guests with a warm professional and friendly demeanor.
• Complete check-ins check-outs room assignments and room key distribution accurately and efficiently.
• Provide detailed information about hotel amenities local attractions transportation and services.
• Respond promptly to guest requests concerns and special needs while ensuringtimelyfollow-up.
• Assistwith luggage storage transportation coordination and concierge-style inquiries as needed.

Reservations & Communication

• Handle reservations modifications cancellation requests and rate inquiries professionally.
• Ensure accuracy in guest profiles billing details and room preferences in the Property Management System (PMS).
• Communicate effectively with Housekeepingregardingroom readiness and guest needs.
• Collaborate with Engineering Security and other departments to resolve guest issues.

Cash Handling & Financial Responsibilities

• Process cash credit card and other forms of payment following hotel policies.
• Balance assigned cash drawers receipts and daily postings accurately.
• Review billing details with guests andassistin resolving discrepancies.
• Ensure accuracy in posting charges such as parking amenities market items and incidental fees.

Service Standards & Professionalism

• Maintainthe cleanliness and organization of the front desk lobby and guest service areas.
• Follow hotel grooming standards and present a polished professional appearance.
• Demonstratestrong knowledge of hotel operations promotions and loyalty programs.
• Uphold confidentiality and security of guest information at all times.

Safety & Security

• Follow emergency procedures andassistwith guest safety protocols when needed.
• Maintainawareness of lobby activity and report suspicious behavior promptly.
• Enforce key control policies and ensure secure handling of guest data and payment information.

Team Collaboration

• Participatein departmental meetings pre-shift briefings and training sessions.
• Assistteammates during busy periods tomaintainsmooth operations.
• Support Front Office leadership in operational tasks system questions and guest service initiatives.
• Work collaboratively across departments to create seamless guest experiences.

Additional Responsibilities

• Assistwith early arrivals late check-outs room moves and special accommodations.
• Maintainaccuratelogbooks hand-off notes and communication tools.
• Perform otherduties asassigned to support Front Office operations.
• Maintainreliable and consistent attendance as an essential function of the role.

WhatYoullBring

Required Education & Experience

• High School Diploma or equivalent required.

Preferred Education & Experience

• Previousexperience in hospitality customer service or Front Office roles preferred.
• Experience with PMS systems and hotel operations preferred.
• Training or coursework in hospitality or related fields preferred.

Required Skills and Abilities

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a calm professional demeanor.
• Ability to multitask in a fast-paced environment.
• Ability to communicate in Spanish preferred.
• Strong attention to detail and accuracy in guest interactions and data entry.
• Ability to stand forlong periodsand handle repetitive tasks.
• Proficiencyin computer systems including PMS and Microsoft Office.

Other Qualifications

• Ability to work flexible hours including nights weekends and holidays.
• Professional appearance and adherence to grooming standards.
• Strong commitment to providing exceptional guest service.

License and Certificate

• CPR Certification

Zachry Hotels offers anindustry leadingbenefits package for our employees and their families.

• Medical Dental Vision and Life Insurance
• 401K Paid Leave and Bonus Program
• Company-paid short-term and long-term disability insurance
• Employeeassistanceprogram
• Tuition Reimbursement
• And many more

We are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race color sex sexual orientation gender identity religion national origin disability veteran status or other legally protected status.

Notice to Staffing Agencies

Zachry Hotels (Zachry) will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Zachry including unsolicited resumes sent to a Zachry mailing address or email address directly to Zachry employees or to Zachrys resume database will be considered Zachry property. Zachry will not pay a fee for any placement resulting from the receipt of an unsolicited resume. Zachry will consider any candidate for whom an Agency hassubmittedan unsolicited resume to have been referred by theAgencyfree of any charges or fees. Agencies must obtain advance written approval from Zachrys recruiting function tosubmitresumes and then only in conjunction with a valid fully executed contract for service and in response to a specific job opening. Zachry will not pay a fee to any Agency that does not have such an agreement in place. Agency agreements will only be valid if in writing and signed by Zachrys Human Resources Representative or his/her designee. No other Zachry employeeis authorized tobind Zachry to any agreementregardingplacement of candidates byAgency.

Required Experience:

Unclear Seniority