Guest Experience Specialist (Front Desk)

Key Responsibilities

• Welcome guests and deliver a positive check-in and check-out experience
• Assign rooms, issue keys, and manage guest requests efficiently
• Process payments and prepare accurate folios/invoices
• Maintain an organized, clean, and secure front desk area
• Answer phones promptly and professionally; manage guest messages and mail discreetly
• Provide accurate information on hotel services, amenities, hotel events, and local recommendations
• Cookordinator transportation requests when needed
• Document guest concerns and follow up to support satisfaction and resolution
• Communicate guest needs clearly to housekeeping, engineering, and leadership
• Resolve billing discrepancies accurately and professionally
• Use property management systems and hotel technology to support smooth operations
• Promote current rates, hotel offers, and packages as directed
• Conduct tours of guestrooms and meeting spaces for prospective guests
• Respond calmly during emergencies and follow safety procedures
• Support other departments as needed based on business levels

Qualifications

• A high school diploma or equivalent
• Customer service experience required
• Hotel front desk experience preferred, but not required

Skills & Expectations

• Strong communication skills (verbal and written)
• Professional appearance and courteous demeanor
• Strong attention to detail and accuracy with cash handling and billing
• Ability to multitask and stay calm in a busy environment
• Flexible schedule including nights, weekends, and holidays as needed

Physical Requirements

• Ability to stand, sit, or walk for extended periods
• Ability to move throughout the hotel to support guest needs
• Ability to move, lift, carry, push, pull, and place objects up to 25 lbs without assistance
• Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping

Employment Statements

• Huntington Hospitality is an Equal Opportunity Employer
• Employment is at-will (unless otherwise required by law or written agreement)
• This job description is not a contract and may be modified based on business needs