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®

The Monarch San Antonio – A Legacy of Service and Sophistication

The Monarch San Antonio, part of the Curio Collection by Hilton, is a 200-room, 17-story boutique hotel located in the Hemisfair District of downtown San Antonio. It is set to open in early 2026 and is inspired by the Monarch butterfly that migrates through the region each winter. The hotel will feature a full-service spa, a terrace pool, and five food and beverage concepts, including a rooftop restaurant and bar.

Just steps from the iconic River Walk and The Alamo, The Monarch will offer more than a place to stay. It will be a place to belong, to connect, and to be inspired.

At The Monarch San Antonio, our purpose is expressed through service – gracious, genuine, and unforgettable. Much like the city we call home, we believe in honoring tradition while embracing modern elegance. Every detail, every interaction, and every experience is designed to reflect the spirit of San Antonio and the dignity of service.

As we prepare to open our doors, we are building a team dedicated to excellence, passionate about hospitality, and driven by purpose. Together, we will create exceptional moments and lasting impressions for every guest who walks through our doors.

Position Overview

The Guest Service Agent is responsible for delivering exceptional service through warm guest interactions, efficient check-in and check-out processes, accurate information sharing, and timely resolution of guest needs. This role serves as the first point of contact and plays a key part in creating a welcoming, seamless, and memorable experience in a full-service hotel environment.

What You'll Do

Front Office & Guest Service

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

Reservations & Guest Accounts

• Handle reservations, modifications, cancellations, and rate inquiries professionally.
• Ensure accuracy of guest profiles, billing information, and room preferences in the Property Management System (PMS).
• Process payments including cash, credit cards, and other methods in accordance with hotel policies.
• Balance cash drawers, receipts, and daily transactions accurately.
• Review billing details with guests and resolve discrepancies as needed.
• Accurately post charges such as parking, amenities, market purchases, and incidental fees.

Operations & Coordination

• Communicate with Housekeeping to ensure room readiness and guest satisfaction.
• Collaborate with Engineering, Security, and other departments to resolve guest issues quickly.
• Assist with early arrivals, late departures, room changes, and special accommodations.
• Maintain accurate logbooks, shift notes, and communication tools for seamless hand-offs.
• Support Front Office leadership with operational tasks and guest service initiatives.

Safety, Security & Compliance

• Maintain confidentiality and security of guest information at all times.
• Follow emergency procedures and assist with guest safety protocols when needed.
• Monitor lobby activity and report any suspicious behavior.
• Enforce key control policies and secure handling of payment information.

Work Environment & Team Support

• Maintain cleanliness and organization of the front desk, lobby, and guest service areas.
• Participate in team meetings, trainings, and daily briefings.
• Assist teammates during high-volume periods to ensure smooth operations.
• 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

• High School Diploma or equivalent required.

Preferred Education & Experience

• 1–2 years of front office experience in a luxury or upscale hospitality environment preferred.
• Experience with Property Management Systems (PMS) and POS systems preferred (PEP, Toast).
• Basic understanding of hotel accounting and front office operations preferred.

Required Skills and Abilities

• Strong communication and interpersonal skills.
• Ability to handle guest concerns with professionalism, discretion, and a service-focused mindset.
• Ability to multitask and stay organized in a fast-paced environment.
• Strong attention to detail and accuracy in guest interactions and data entry.
• Ability to stand for extended periods and perform repetitive tasks.
• Proficiency in computer systems including PMS and Microsoft Office.
• Ability to work flexible hours including nights, weekends, and holidays.
• Professional appearance and adherence to grooming standards.
• Strong commitment to delivering exceptional guest service.
• Bilingual (English/Spanish) skills preferred.

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.