Guest Services Representative | Aloft Lubbock, TX

Guest Services Representative | Aloft Lubbock, TX

Hotel Equities is seeking an exceptional Guest Services Representative for the Aloft in Lubbock, TX. Join our team to deliver warm, knowledgeable service that reassures guests they’ve chosen the right stay.

$12.50/$13.00 per hour

Respond in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services. Handle telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Greet and welcome guests upon arrival; register guests into the computer, verifying reservation, address, and credit information.
• Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts at registration and checkout, maintain a house bank, deposit receipts daily.
• Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone promptly and courteously.
• Take reservations, perform check‑ins, check‑outs efficiently.
• Assist with shuttle or transportation service when applicable.
• Assist guests with luggage, use guests’ names, be knowledgeable about local area and hotel services.
• Handle messages, wake‑up calls, mail, and faxes properly.
• Assist guests with laundry/dry‑cleaning needs; be aware of incoming VIPs.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Promote positive teamwork, professionalism, and effective communication.
• Maintain open lines of communication with each department.
• Adhere to all work rules, procedures and policies established by the company.
• Maintain safety and security skills: handle keys, be knowledgeable of emergency procedures, secure guest rooms.
• Sell rooms, re‑rent, and last rooms available; upsell amenities and outlets.
• Ensure all customers establish credit upon check‑in, follow inventory control procedures.
• Verify all reservation information, obtain approval codes, and complete shift closing accurately.
• Stay current with hotel developments and update communication log book.
• Report potential sales contacts to the sales department while protecting guest privacy.

• High School diploma / secondary qualification or equivalent.
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
• Fluency in primary workplace language(s) (speaking, reading, writing).
• Strong verbal and written communication skills.
• Basic computational and computer skills.
• Extensive knowledge of the hotel, its services, facilities, and local attractions.
• Ability to stand and maintain mobility for up to 4 hours; occasionally lift up to 15 lbs.
• Manual dexterity for operating office equipment.
• Strong listening, hearing, and visual acuity; ability to view computer screens for extended periods.
• Willingness to work a flexible schedule including nights, weekends and/or holidays.

• Passionate about people and service.
• Strong communication, reading and writing abilities, basic math skills, problem‑solving, reasoning, motivating, and training abilities.

• Team‑driven, values‑based culture.
• Hourly wage $12.50–$13.00 based on experience.
• Vacation & holiday pay.
• Same‑day pay available.
• Employee Assistance Program.
• Reduced room rates across portfolio.
• Third‑party perks (movie tickets, attractions, other).
• 401(k) plan.
• Flexible spending account.
• Life insurance.
• Parental leave.
• Referral program.

• Entry level

• Part‑time

• Other

• Hospitality

Referrals increase your chances of interviewing at Hotel Equities by 2x.