Guest Relations Associate - Hotel Paso Del Norte - El Paso, TX
14 days ago
El Paso
Job Description Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Relations Associate for the Hotel Paso Del Norte in El Paso Texas. We welcome you to take a virtual tour of our beautiful historic hotel! 360 Tour of Hotel PDN The pay range for this position is $16.00 to $17.00 per hour, based on experience and qualifications POSITION SUMMARY: The Guest Relations Ambassador oversees daily front-of-house operations to enhance guest experience, optimize guest satisfaction, and build brand loyalty. This role coordinates arrivals, departures, and in-house experiences while serving as a primary liaison between guests and cross-functional hotel departments and leaders. ESSENTIAL JOB DUTIES AND RESPONSIBILITIES The position requires the ability to perform the following essential job functions, with or without reasonable accommodation: • Deliver premium guest service throughout the guest journey, anticipating needs and expressing genuine appreciation., • Review daily arrivals to identify VIPs, repeat travelers, and special-request guests; personally greet VIPs and serve as their point of contact., • Ensure personalized services for guests with disabilities, elderly patrons, children, and loyalty members in accordance with hotel standards., • Record and share guest preferences using approved tools to personalize and enhance stays., • Coordinate VIP and special occasion amenities with F&B, Culinary, and Housekeeping to ensure timely execution., • Drive loyalty program enrollments and ensure elite benefits are properly communicated and fulfilled., • Oversee prompt, courteous check-in and check-out procedures, including reservations and financial transactions., • Complete daily shift checklists and ensure effective communication of pending requests and important information between shifts., • Review out-of-order rooms, room assignments, luggage storage, and expected arrivals/departures to support pre-arrival preparation., • Compile and distribute daily reports and weekly arrival/departure forecasts to leadership and relevant departments., • Maintain confidentiality of company information and protect guest privacy and payment security., • Assist with training, coaching, and counseling Guest Service Agents and provide constructive performance feedback., • Maintain communication with Housekeeping, Engineering, Front Desk, and Reservations regarding room availability, check-ins, requests, and complaints., • Review guest feedback and assist management with operational improvements., • Resolve guest concerns, complaints, credit issues, and other service complications using sound judgment and discretion., • Coordinate external vendors for specialized guest requests, including transportation, spa services, dry cleaning, and local entertainment., • Remain calm and professional during emergencies and high-volume periods while maintaining a safe and efficient work environment., • Handle guest compliments and complaints promptly and take appropriate action to achieve satisfactory resolutions., • Perform other duties as assigned by management. OTHER DUTIES Please note this job description is not intended to contain a comprehensive listing of all activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time, with or without notice. REQUIRED SKILLS / ABILITIES: • Basic mathematical skills and considerable skills in the use of a calculator to prepare moderately complex mathematical calculations without error., • Ability to listen effectively and to speak English clearly to communicate with customers and team members and prepare written complex reports of room availability and revenues generated., • Must have coordinating skills as pertains to determining time, place, and sequence of operations or action., • Ability to analyze information and make effective judgments., • All team members must maintain a neat, clean, and well‐groomed appearance (specific standards available). DESIRED SOFTWARE PROFICIENCIES: Microsoft Office SUPERVISORY RESPONSIBILITIES: Yes EDUCATION / EXPERIENCE: • 2+ year’s guest/customer service experience, and/or 2+ years of hotel experience preferred, • Proof of authorization/eligibility to work in the United States., • High School Diploma or equivalent., • 2 or 4‐year college degree a plus. PHYSICAL REQUIREMENTS: • Must be able to frequently move freely about the hotel, maintain manual dexterity to access a computer via keyboard and operate office equipment, such as telephones, copiers, fax machines, computer systems, etc., and remain standing during extended periods during shift., • Must be able to frequently move freely about the hotel, including up and down stairs many times during shift and remain standing for extended periods., • Be prepared to work a variety of hours, including evenings, weekends, and holidays, with shifts that may vary based on hotel occupancy and operational needs., • Must be able to communicate effectively in a positive/upbeat fashion utilizing English, both orally and in writing., • Must exhibit positive interpersonal skills with focused attention to guest needs and varied business contacts., • Hearing and visual ability to observe and detect signs of emergencies and to access and accurately input information using a moderately complex computer system., • Ability to lift and transport metal deposit boxes weighing up to 25 lbs., • Requires handling objects or material using body members, hand tools, and/or special devices to work, move, or carry objects or materials., • Protection from weather but not necessarily changes in temperature., • OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety., • Normal routine involves no exposure to blood, body fluid, or tissue, but exposure or potential for exposure may occur. Amazing Benefits At A Glance: • Team Driven and Values Based Culture, • Medical/Dental/Vision, • Vacation & Holiday Pay, • Same-day pay available, • Employee Assistance Program, • Career Growth Opportunities/ Manager Training Program, • Reduced Room Rates throughout the portfolio, • Third Party Perks (Movie Tickets, Attractions, Other), • 401(k), • Employee assistance program, • Employee discount, • Flexible schedule, • Flexible spending account, • Life insurance, • Parental leave, • Referral program