Position Summary
The Guest Experience Specialist is responsible for creating a welcoming, memorable, and personalized experience for every guest from arrival to departure. This role serves as the face of the hotel by providing exceptional customer service, resolving guest concerns, and ensuring operational excellence. The Guest Experience Specialist is cross-trained to assist in multiple departments when needed and plays a vital role in maintaining high guest satisfaction scores and brand standards.
Essential ResponsibilitiesGuest Service
- Welcome every guest with warmth, professionalism, and genuine hospitality.
- Complete guest check-ins and check-outs efficiently and accurately.
- Respond promptly to guest requests, questions, and concerns.
- Anticipate guest needs and proactively provide solutions.
- Build rapport with guests and recognize returning and loyalty members.
- Ensure guests leave with a positive and memorable experience.
- Handle guest complaints with empathy and professionalism, resolving issues whenever possible.
- Follow up with guests to ensure concerns have been addressed.
Front Office Operations
- Process reservations, room changes, and billing adjustments.
- Maintain accurate guest accounts and payment information.
- Answer incoming phone calls and respond to emails professionally.
- Balance cash drawers and complete shift reports.
- Maintain confidentiality of guest information.
- Follow all hotel policies regarding security, safety, and emergency procedures.
Guest Experience
- Identify opportunities to exceed guest expectations.
- Recommend local attractions, restaurants, and transportation options.
- Recognize special occasions such as birthdays, anniversaries, and elite member arrivals.
- Coordinate guest requests with housekeeping, maintenance, and other departments.
- Assist with guest recovery efforts to turn service challenges into positive experiences.
Team Collaboration
- Work closely with housekeeping, engineering, food & beverage, and sales teams.
- Support fellow team members during busy periods.
- Assist with shuttle service, laundry, breakfast, or other departments as business demands.
- Participate in daily shift meetings and communicate important guest information.
Brand Standards
- Follow all Hilton/Marriott brand standards and company policies.
- Maintain a clean, organized, and welcoming front desk and lobby.
- Promote loyalty programs and hotel amenities.
- Ensure compliance with safety, security, and cash-handling procedures.
Qualifications
- High school diploma or equivalent preferred.
- Previous hotel, hospitality, retail, or customer service experience preferred.
- Excellent communication and interpersonal skills.
- Professional appearance and positive attitude.
- Strong problem-solving and conflict-resolution abilities.
- Ability to multitask in a fast-paced environment.
- Basic computer skills and ability to learn hotel property management systems.
- Flexible schedule, including nights, weekends, and holidays.
Physical Requirements
- Stand and walk for extended periods.
- Lift up to 25 pounds occasionally.
- Bend, reach, and move throughout the hotel.
- Operate standard office equipment and computers.
Key Competencies
- Hospitality Mindset
- Guest Focus
- Communication
- Teamwork
- Accountability
- Adaptability
- Attention to Detail
- Problem Solving
- Professionalism
- Initiative
Pay: $19.00 - $20.00 per hour
Work Location: In person
