Full Time
El Paso, TX, US
Salary Range: $16.00 To $17.00 Hourly
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 (https://visitingmedia.com/tt8/?ttid=hotel-paso-del-norte#/360?group=0&tour=0)
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
