Guest Experience Agent at Zachry – San Antonio, Texas

Who We Are

Based in San Antonio, Texas, Zachry Hotels is a proven leader in the development, management and ownership of hospitality assets. At Zachry Hotels, we are passionate about hospitality and surround ourselves with team members who share that same passion. Our tenure in the hospitality and hotel industry has provided us the knowledge and key relationships for success in hotel management, operation, and development. We take care of our clients, business partners and each other as family, within a culture of service and accountability, where we do the right thing because it is the right thing to do.

Together We Can Do Great Things® Every Person Matters® This Is More Than A Job®

Position Overview

The Guest Service Agent is responsible for providing exceptional service to guests through warm greetings, efficient check-in/check-out procedures, accurate information sharing, and prompt resolution of guest requests. This role serves as the first point of contact for guests and plays a key part in creating a welcoming and memorable experience in a full-service hotel environment.

What You'll Do

Guest Service & Front Desk Operations

• Welcome guests with a warm, professional, and friendly demeanor.
• Complete check-ins, check-outs, room assignments, and room key distribution accurately and efficiently.
• Provide detailed information about hotel amenities, local attractions, transportation, and services.
• Respond promptly to guest requests, concerns, and special needs while ensuring timely follow-up.
• Assist with luggage storage, transportation coordination, and concierge-style inquiries as needed.

Reservations & Communication

• Handle reservations, modifications, cancellation requests, and rate inquiries professionally.
• Ensure accuracy in guest profiles, billing details, and room preferences in the Property Management System (PMS).
• Communicate effectively with Housekeeping regarding room readiness and guest needs.
• Collaborate with Engineering, Security, and other departments to resolve guest issues.

Cash Handling & Financial Responsibilities

• Process cash, credit card, and other forms of payment following hotel policies.
• Balance assigned cash drawers, receipts, and daily postings accurately.
• Review billing details with guests and assist in resolving discrepancies.
• Ensure accuracy in posting charges such as parking, amenities, market items, and incidental fees.

Service Standards & Professionalism

• Maintain the cleanliness and organization of the front desk, lobby, and guest service areas.
• Follow hotel grooming standards and present a polished, professional appearance.
• Demonstrate strong knowledge of hotel operations, promotions, and loyalty programs.
• Uphold confidentiality and security of guest information at all times.

Safety & Security

• Follow emergency procedures and assist with guest safety protocols when needed.
• Maintain awareness of lobby activity and report suspicious behavior promptly.
• Enforce key control policies and ensure secure handling of guest data and payment information.

Team Collaboration

• Participate in departmental meetings, pre-shift briefings, and training sessions.
• Assist teammates during busy periods to maintain smooth operations.
• Support Front Office leadership in operational tasks, system questions, and guest service initiatives.
• Work collaboratively across departments to create seamless guest experiences.

Additional Responsibilities

• Assist with early arrivals, late check-outs, room moves, and special accommodations.
• Maintain accurate logbooks, hand-off notes, and communication tools.
• Perform other duties as assigned to support Front Office operations.
• Maintain reliable and consistent attendance as an essential function of the role.

What You'll Bring

Required Education & Experience

• High School Diploma or equivalent required.

Preferred Education & Experience

• Previous experience in hospitality, customer service, or Front Office roles preferred.
• Experience with PMS systems and hotel operations preferred.
• Training or coursework in hospitality or related fields preferred.

Required Skills and Abilities

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a calm, professional demeanor.
• Ability to multitask in a fast-paced environment.
• Ability to communicate in Spanish preferred.
• Strong attention to detail and accuracy in guest interactions and data entry.
• Ability to stand for long periods and handle repetitive tasks.
• Proficiency in computer systems, including PMS and Microsoft Office.

Other Qualifications

• Ability to work flexible hours including nights, weekends, and holidays.
• Professional appearance and adherence to grooming standards.
• Strong commitment to providing exceptional guest service.

License and Certificate

• CPR Certification

Zachry Hotels offers an industry leading benefits package for our employees and their families.

• Medical, Dental, Vision and Life Insurance
• 401K, Paid Leave and Bonus Program
• Company-paid short-term and long-term disability insurance
• Employee assistance program
• Tuition Reimbursement
• And many more

We are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Notice to Staffing Agencies

Zachry Hotels (Zachry) will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Zachry, including unsolicited resumes sent to a Zachry mailing address or email address, directly to Zachry employees, or to Zachry's resume database will be considered Zachry property. Zachry will not pay a fee for any placement resulting from the receipt of an unsolicited resume. Zachry will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. Agencies must obtain advance written approval from Zachry's recruiting function to submit resumes, and then only in conjunction with a valid, fully executed contract for service and in response to a specific job opening. Zachry will not pay a fee to any Agency that does not have such an agreement in place. Agency agreements will only be valid if in writing and signed by Zachry's Human Resources Representative or his/her designee. No other Zachry employee is authorized to bind Zachry to any agreement regarding placement of candidates by Agency.