Guest Services Representative

The Guest Services Representative (Front Office) plays a key role in creating a welcoming guest experience at Hotel Equities Group, LLC in El Paso, TX. This position supports smooth daily operations by assisting with arrivals, stays, and departures through accurate service, prompt communication, and effective coordination with other hotel departments.

Role Overview

The Front Office position is responsible for delivering welcoming, efficient, and professional service during the guest arrival, stay, and departure experience. The role assists guests with requests, reservations, payments, information, and service recovery while supporting smooth daily hotel operations.

Key Responsibilities

• Welcome guests and provide friendly, professional service throughout their stay.
• Process arrivals, departures, reservations, payments, and guest requests accurately.
• Respond promptly to questions, concerns, and special requests.
• Resolve routine guest issues and escalate concerns to management when appropriate.
• Maintain accurate guest information, records, and shift documentation.
• Communicate effectively with housekeeping, maintenance, sales, and other hotel departments.
• Promote hotel services, amenities, and relevant guest opportunities.
• Follow cash-handling, security, privacy, and hotel operating procedures.
• Monitor the lobby and front desk area to maintain a welcoming and organized environment.
• Complete assigned shift responsibilities and maintain effective communication during handoffs.
• Perform other duties as assigned.

Required Skills and Qualifications

• High school diploma or equivalent preferred.
• Previous hotel, front desk, customer service, or related experience preferred.
• Strong verbal and written communication skills.
• Basic computer and cash-handling skills.
• Ability to remain professional and composed while resolving guest concerns.
• Ability to work flexible hours, including nights, weekends, and holidays, as needed.

Technologies

• Property Management Systems (PMS)
• Point-of-Sale (POS) systems
• Microsoft Office Suite
• Hotel guest-service and communication platforms

Compensation

Hourly rate: USD 14–15 per hour.

Benefits

• Team-Driven and Values-Based Culture
• Medical, Dental & Vision Insurance
• Paid Vacation, Sick Time (Where Required by State Law) & Holidays
• 401(k) Retirement Plan
• Employee Assistance Program
• Career Growth Opportunities & Leadership Development Programs
• Reduced Hotel Rates Throughout Our Portfolio
• Employee Referral Program
• Life Insurance
• Flexible Spending Account (FSA)
• Exclusive Third-Party Discounts (Shopping, Travel, Entertainment & More)

Physical Requirements

• Stand and walk for extended periods and move throughout the front office area.
• Sit, bend, reach, and lift as needed to complete job duties.
• Occasionally lift and carry supplies or equipment up to 25 pounds.
• Use computers, phones, tablets, and standard office equipment for extended periods.

Job Fit

• A warm, welcoming professional who genuinely enjoys helping guests.
• An organized and detail-oriented team member.
• A calm problem-solver who can handle multiple priorities.
• Professionalism, reliability, and a service-first mindset.

Location and Work Setting

Location: El Paso, TX (onsite)