Guest Relations Associate - Hotel Paso Del Norte - El Paso, TX

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

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