Company Overview

Harwood Hospitality Group, Dallas’ premier Hospitality owner-operator, introduces its most complete expression of a multi-generational vision in Harwood District’s first hotel, Hôtel Swexan.

The Hotel is a new destination, with an uncompromising mission that values experience above all. It is a place like no other that draws inspirations from the world’s greatest cities – New York, London, Paris – together in one location to create something completely new. Local expertise with an international influence. Classic and contemporary, the hotel is a twist on conventions.

Part collection, part creativity, and always elegant. Guests stay to get lost – in culture and conversation. The Hotel is a world of its own, a meeting place, a hideaway, a stomping ground. For celebration or solitude.

Designed with all generations in mind, Harwood District’s hotel plays host to an eclectic mix of personalities. It is a timeless setting where locals mix with out-of-towners and old souls encounter the young at heart.

Intimate, immersive, and transportive. Hôtel Swexan has a surprise around every corner. Forget, for a second, where you came from, and leave with a memory that keeps you coming back.

Position Summary

The Guest Experience Specialist will deliver exceptional knowledge and customer service to hotel guests. They will work alongside the reservations, front desk, concierge, dining and housekeeping teams and maintain an efficient professional relationship with each.

Responsibilities

• Responsible for delivering and maintaining luxury hotel standards.
• Develop and manage daily arrivals meetings to effectively create seamless and personalized experience for all guests.
• Oversee all VIP reservations from pre-arrival to post-departure.
• Observe guest reactions and anticipate guests' service needs.
• Communicate and engage with guests to enhance the luxury service experience.
• Continuously finds opportunities to assist guests, other departments or leaders.
• Attends required training classes as needed to maintain a luxury level of service.
• Facilitate a smooth arrival, stay and departure experience.
• Assist guests create reservations at restaurants, transportation, and any other requested activities.
• Respond to complaints and find the appropriate solution.
• Act as an expert for guests seeking information on the Harwood District, Hotel restaurants and amenities.
• Maintain cleanliness of lobby and public area needs attention and ensures it is presentable according to Hotel standards.

Qualifications

• Excellent customer service, problem-solving, and multi-tasking skills
• Walking and standing for long periods of time
• Willingness to work on weekends, holidays, and after hours.
• Frequent ability in standing, walking, kneeling, crouching, bending, stooping.
• High school diploma or equivalent related experience required.
• 1 year of concierge experience, or similar position, preferred.