Guest Service Agent | Colton House Hotel
Columbia Hospitality, Austin, TX, United States
2510 S Congress Ave, Austin, TX 78704, USA
Job Description
Master multitasker. Memory Maker. No two days are the same: delight, problem solve, and make the day for our incredible guests. You thrive in a fast-paced and dynamic environment, responsible for efficiently handling guest check-in and check-out processes including room credits, keys, guest issue resolution and special requests. Support the Guest Services and the Front Office team with financial and service-related tasks to create unique and meaningful experiences for guests who can’t wait to return.
Perks
*Eligibility of perks is dependent upon job status
Hourly Pay Range: $17 to $18 DOE
Get Paid Daily (Make any day payday)
Paid Time off & Holiday Pay (Because Balance Matters)
Benefits - Medical, Dental, Vision, Disability, 401K
HSA/FSA Plans -with employer contribution
Values Based Culture (#OMGLIFE)
Culture Add (Creating Space for Fresh Perspectives)
Referral Bonus (Get Paid to Recruit)
Discounted Lodging, Dining, Spa, Golf, and Retail (Yes, Discounted Travel!)
Employee Assistance Program
Committee Participation Opportunities (Fun, Philanthropic, Diversity/Equity/Inclusion)
Task Force Work Opportunities (Grow your career in idyllic locations across the globe)
Online Learning Platform to Help You Grow!
Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more)
"People never forget how you made them feel." Maya Angelou’s famous statement serves as a rallying cry throughout Columbia Hospitality and fuels our collective drive - and success.
What Success Looks Like
Your Impact
Greet and welcome guests with a friendly and professional demeanor, offering assistance and information about available services and experiences as appropriate.
Deliver upscale, engaging service throughout the guest journey—proactively engaging in conversation, anticipating needs, and responding to requests efficiently, courteously, and professionally.
Establish friendly relationships with regular and/or long-term hotel guests to enhance loyalty and satisfaction.
Ensure accommodations for select guests (e.g., special needs, elderly, children, VIPs, other) receive personalized services to support a safe, comfortable, and memorable stay.
Perform guest check-in and check-out procedures accurately and efficiently, following established service standards and procedures.
Establish appropriate credit at check-in, issue room keys, and provide clear information about hotel services, amenities, and local attractions.
Maintain proficiency with the property management system (PMS) to manage reservations, room assignments, and guest accounts accurately.
Process financial transactions accurately, maintain guest account records, and adhere to all established procedures.
Handle in-person, phone, and message-based inquiries with urgency and professionalism—researching answers when needed and assisting with reservations, amenities, and local information.
Operate PBX and radio paging systems according to property procedures and respond to emails within 24 hours.
Maintain current knowledge of local and regional dining, shopping, events, attractions, and services to provide high-quality guest recommendations.
Promote all hotel amenities, conveniences, and programs offered, including events and guest services.
Coordinate across Housekeeping, Maintenance, Food & Beverage, and leadership to ensure room readiness, smooth daily operations, and timely resolution of guest needs and concerns.
Communicate key updates and information to team members and management and maintain accurate shift logs to ensure continuity between shifts.
Resolve guest issues with professionalism and sound judgment, balancing guest satisfaction with business objectives, escalating when appropriate, and ensuring thorough follow-up.
Handle admission and retail sales accurately while promoting special events and upsell opportunities.
Execute opening, mid-shift, and closing tasks—including inventory tracking, restocking, and light cleaning—to maintain a clean, organized, and welcoming front desk environment.
Manage delivery intake, vendor access, contractor permissions, and visitor logistics
Coordinate luggage collection and storage.
Log, track, and reunite lost-and-found items with their owners in accordance with property procedures.
Follow all company policies, procedures, safety, and security standards.
Perform other related duties and special projects as assigned by management to support departmental and organizational goals.
What You Bring
Previous hospitality or customer service experience strongly preferred
Previous experience in computerized Point of Sale systems preferred
Strong written and verbal communication skills (in English) required
Proficiency in Microsoft Office applications, including Word and Excel, preferred
Prior experience with a property management system (PMS) strongly preferred
Excellent interpersonal and problem-solving abilities; able to manage guest issues with professionalism and empathy
Ability to remain calm, organized and courteous in high‑pressure situations
Open availability to work various shifts, including evenings, nights, weekends and holidays.
Work Environment & Physical Requirements
Ability to stand and walk for extended periods, often the majority of a shift
Frequent use of hands and arms for handling, reaching, typing and operation office or front desk equipment
Must be able to hear and speak clearly to communicate effectively in person, over the phone and radio systems
Occasional bending, stooping, or lifting up to 50 pounds (such as office, luggage or packages)
Ability to read, write and visually inspect information on a computer screen or documents
Reasonable accommodation is available for qualified individuals with disabilities upon request.
Don’t meet every single requirement? At Columbia Hospitality we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.
Where you'll work
Nestled in the heart of Austin on Congress Ave, Colton House Hotel offers 79 custom suites designed for couples, families, business travelers, and solo adventurers. Each suite boasts hand‑picked furnishings and locally sourced artwork, creating a unique and inviting atmosphere.
Our spacious suites cater to various needs, from studios to three‑bedroom options, accommodating friends, families, wedding parties, and extended stays. Enjoy the vibrant culinary experience at "Simona's" coffee to cocktails restaurant, relax by the outdoor pool, or rejuvenate in our yoga studio.
Designed by one of the property owners, Simona, Colton House reflects her bold and playful design aesthetic, ensuring a memorable stay for every guest.
#J-18808-Ljbffr
Job Description
Master multitasker. Memory Maker. No two days are the same: delight, problem solve, and make the day for our incredible guests. You thrive in a fast-paced and dynamic environment, responsible for efficiently handling guest check-in and check-out processes including room credits, keys, guest issue resolution and special requests. Support the Guest Services and the Front Office team with financial and service-related tasks to create unique and meaningful experiences for guests who can’t wait to return.
Perks
*Eligibility of perks is dependent upon job status
Hourly Pay Range: $17 to $18 DOE
Get Paid Daily (Make any day payday)
Paid Time off & Holiday Pay (Because Balance Matters)
Benefits - Medical, Dental, Vision, Disability, 401K
HSA/FSA Plans -with employer contribution
Values Based Culture (#OMGLIFE)
Culture Add (Creating Space for Fresh Perspectives)
Referral Bonus (Get Paid to Recruit)
Discounted Lodging, Dining, Spa, Golf, and Retail (Yes, Discounted Travel!)
Employee Assistance Program
Committee Participation Opportunities (Fun, Philanthropic, Diversity/Equity/Inclusion)
Task Force Work Opportunities (Grow your career in idyllic locations across the globe)
Online Learning Platform to Help You Grow!
Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more)
"People never forget how you made them feel." Maya Angelou’s famous statement serves as a rallying cry throughout Columbia Hospitality and fuels our collective drive - and success.
What Success Looks Like
Your Impact
Greet and welcome guests with a friendly and professional demeanor, offering assistance and information about available services and experiences as appropriate.
Deliver upscale, engaging service throughout the guest journey—proactively engaging in conversation, anticipating needs, and responding to requests efficiently, courteously, and professionally.
Establish friendly relationships with regular and/or long-term hotel guests to enhance loyalty and satisfaction.
Ensure accommodations for select guests (e.g., special needs, elderly, children, VIPs, other) receive personalized services to support a safe, comfortable, and memorable stay.
Perform guest check-in and check-out procedures accurately and efficiently, following established service standards and procedures.
Establish appropriate credit at check-in, issue room keys, and provide clear information about hotel services, amenities, and local attractions.
Maintain proficiency with the property management system (PMS) to manage reservations, room assignments, and guest accounts accurately.
Process financial transactions accurately, maintain guest account records, and adhere to all established procedures.
Handle in-person, phone, and message-based inquiries with urgency and professionalism—researching answers when needed and assisting with reservations, amenities, and local information.
Operate PBX and radio paging systems according to property procedures and respond to emails within 24 hours.
Maintain current knowledge of local and regional dining, shopping, events, attractions, and services to provide high-quality guest recommendations.
Promote all hotel amenities, conveniences, and programs offered, including events and guest services.
Coordinate across Housekeeping, Maintenance, Food & Beverage, and leadership to ensure room readiness, smooth daily operations, and timely resolution of guest needs and concerns.
Communicate key updates and information to team members and management and maintain accurate shift logs to ensure continuity between shifts.
Resolve guest issues with professionalism and sound judgment, balancing guest satisfaction with business objectives, escalating when appropriate, and ensuring thorough follow-up.
Handle admission and retail sales accurately while promoting special events and upsell opportunities.
Execute opening, mid-shift, and closing tasks—including inventory tracking, restocking, and light cleaning—to maintain a clean, organized, and welcoming front desk environment.
Manage delivery intake, vendor access, contractor permissions, and visitor logistics
Coordinate luggage collection and storage.
Log, track, and reunite lost-and-found items with their owners in accordance with property procedures.
Follow all company policies, procedures, safety, and security standards.
Perform other related duties and special projects as assigned by management to support departmental and organizational goals.
What You Bring
Previous hospitality or customer service experience strongly preferred
Previous experience in computerized Point of Sale systems preferred
Strong written and verbal communication skills (in English) required
Proficiency in Microsoft Office applications, including Word and Excel, preferred
Prior experience with a property management system (PMS) strongly preferred
Excellent interpersonal and problem-solving abilities; able to manage guest issues with professionalism and empathy
Ability to remain calm, organized and courteous in high‑pressure situations
Open availability to work various shifts, including evenings, nights, weekends and holidays.
Work Environment & Physical Requirements
Ability to stand and walk for extended periods, often the majority of a shift
Frequent use of hands and arms for handling, reaching, typing and operation office or front desk equipment
Must be able to hear and speak clearly to communicate effectively in person, over the phone and radio systems
Occasional bending, stooping, or lifting up to 50 pounds (such as office, luggage or packages)
Ability to read, write and visually inspect information on a computer screen or documents
Reasonable accommodation is available for qualified individuals with disabilities upon request.
Don’t meet every single requirement? At Columbia Hospitality we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.
Where you'll work
Nestled in the heart of Austin on Congress Ave, Colton House Hotel offers 79 custom suites designed for couples, families, business travelers, and solo adventurers. Each suite boasts hand‑picked furnishings and locally sourced artwork, creating a unique and inviting atmosphere.
Our spacious suites cater to various needs, from studios to three‑bedroom options, accommodating friends, families, wedding parties, and extended stays. Enjoy the vibrant culinary experience at "Simona's" coffee to cocktails restaurant, relax by the outdoor pool, or rejuvenate in our yoga studio.
Designed by one of the property owners, Simona, Colton House reflects her bold and playful design aesthetic, ensuring a memorable stay for every guest.
#J-18808-Ljbffr