What are the responsibilities and job description for the Hotel Front Desk / Guest Service Agent position at Pearl Real Estate?
The Westin Houston Medical Center
Hotel Front Desk Agent
Full-Time
Pay Rate: $16- $17.00
Shift Available: Open Availability, AM/Mid/PM
Company Overview:
At Pearl Hospitality, we don’t just manage hotels, we develop leaders. Our mission of creating leaders drives everything we do, from how we support our teams to how we serve our guests. As a growing hotel ownership and management company, we partner with trusted brands such as Marriott and Westin to deliver exceptional service while fostering a culture of accountability, growth, and teamwork.
We are passionate about creating an environment where employees feel valued, supported, and empowered to take the next step in their careers.
About the Role:
The Hotel Front Desk Agent serves as the primary point of contact for guests, ensuring a welcoming and efficient check-in and check-out experience. This role is pivotal in creating a positive first impression and maintaining high standards of customer service throughout the guest's stay. The agent manages reservations, processes payments, and promptly and professionally addresses guest inquiries or concerns. By coordinating with housekeeping and maintenance teams, the Front Desk Agent helps maintain smooth hotel operations and guest satisfaction. Ultimately, this position contributes significantly to the hotel's reputation and guest loyalty by delivering exceptional service and support.
Minimum Qualifications:
- High school diploma or equivalent.
- Previous experience in customer service or hospitality is preferred but not required.
- Basic computer skills and familiarity with reservation or property management systems.
- Ability to effectively deal with customers at times when it requires a high level of patience and diplomacy.
- Must possess high energy, professionalism, and confidence every day and in every way.
- Strong communication skills in English, both verbal and written.
- Ability to work flexible hours, including nights, weekends, and holidays.
Preferred Qualifications:
- Experience working in a hotel or hospitality environment.
- Proficiency in a second language.
- Knowledge of local area attractions and services.
- Certification in hospitality or customer service training.
- Familiarity with point-of-sale systems and cash handling procedures.
- Understanding of how travel planning websites operate, like Booking and TripAdvisor
Responsibilities:
- Greet and welcome guests upon arrival to create a friendly, professional first impression.
- Manage guest check-in and check-out processes efficiently, including verifying identification and processing payments.
- Handle reservations, cancellations, and modifications accurately using the hotel’s property management system.
- Respond promptly to guest inquiries, requests, and complaints, ensuring resolution or escalation as appropriate.
- Coordinate with housekeeping and maintenance departments to ensure rooms are ready and guest issues are addressed.
- Maintain accurate records of guest information and transactions in compliance with hotel policies.
- Provide information about hotel services, amenities, and local attractions to enhance the guest experience.
- Ensure compliance with all safety, security, and privacy regulations during guest interactions.
Salary : $16 - $17