Customer Service Specialist

Wyndham Hotel & Conference Center NRG Park – Houston, Texas Managed by Metro Hospitality Partners, Ltd. Position Title Guest Service Agent (Day Shift) / Night Auditor (Overnight Shift) Position Summary The Wyndham Hotel & Conference Center NRG Park is seeking professional, energetic, customer-focused, and detail-oriented individuals to join our Front Office Team as Guest Service Agents and Night Auditors. As the first and last point of contact for our guests, this position plays a critical role in delivering exceptional hospitality and ensuring every guest receives outstanding service. Candidates must possess excellent communication skills, strong organizational abilities, attention to detail, and the ability to multitask in a fast-paced, full-service hotel environment. Our hotel serves business travelers, convention attendees, sports teams, medical guests, airline crews, and leisure travelers visiting Houston and the NRG Park area. Essential Job Functions Guest Services & Hospitality Welcome guests in a professional, friendly, and courteous manner. Provide exceptional guest service and create memorable guest experiences. Efficiently process guest arrivals and departures. Assist guests with hotel information, directions, transportation, dining recommendations, and local attractions. Respond promptly and professionally to guest requests and concerns. Resolve guest complaints and service issues while maintaining guest satisfaction. Anticipate guest needs and provide proactive service. Build positive relationships with guests and encourage repeat business. Front Desk Operations Check guests in and out accurately and efficiently. Answer multi-line telephone systems promptly and professionally. Process reservations, modifications, cancellations, and room assignments. Review room availability and coordinate room assignments. Verify guest identification and payment authorization. Maintain accurate guest records and profiles. Process room changes and special requests. Coordinate with Housekeeping, Engineering, Food & Beverage, Security, and Sales departments. Monitor lobby activity and maintain a professional front desk environment. Communication & Multitasking Handle multiple guest interactions simultaneously while maintaining service standards. Respond to telephone calls, emails, and guest inquiries promptly. Communicate effectively with all departments. Relay important information between shifts through proper shift notes and communication logs. Process guest payments through approved hotel payment systems. Verify payment methods and authorizations. Maintain accurate guest folios and billing records. Assist guests with billing questions and account adjustments. Review and correct posting errors when necessary. Follow all financial control procedures and hotel policies. Maintain confidentiality of guest financial information. Ensure compliance with PCI and payment security standards. Reservations & Revenue Enhancement Promote hotel amenities, restaurants, meeting facilities, and services. Upsell room categories and hotel offerings whenever appropriate. Assist in maximizing room revenue through proper room assignment and inventory management. Support hotel occupancy and revenue goals. Night Auditor Additional Responsibilities Daily Audit Procedures Perform nightly audit procedures and close out the business day. Reconcile all guest accounts and daily transactions. Verify room rates, taxes, and package postings. Balance hotel revenue reports and system postings. Audit restaurant, bar, banquet, parking, and miscellaneous revenue postings. Identify and correct discrepancies before finalizing reports. Reporting & Accounting Generate daily management reports. Prepare audit packets and financial summaries. Review occupancy, ADR, and revenue reports. Distribute required reports to management and department heads. Ensure all transactions are properly posted before end-of-day processing. Overnight Guest Services Provide overnight guest assistance and support. Handle late arrivals, early departures, and walk-in reservations. Respond to guest emergencies and service requests. Maintain security awareness throughout the overnight shift. Serve as the primary hotel representative during overnight hours. Qualifications Required Qualifications High School Diploma or GED equivalent. Minimum one (1) year of customer service experience. Strong verbal and written communication skills. Professional appearance and demeanor. Basic computer proficiency. Ability to work weekends, holidays, and flexible schedules. Ability to remain calm and professional under pressure. Strong attention to detail and organizational skills. Preferred Qualifications Full-service hotel experience preferred. Previous Night Audit experience preferred for overnight positions. Experience with Opera PMS, SynXis, or similar hotel management systems. Experience working with convention hotels, sports teams, airline crews, and group business. Knowledge, Skills & Abilities Exceptional customer service orientation. Strong problem-solving abilities. Ability to multitask efficiently. Strong organizational skills. Attention to detail and accuracy. Ability to maintain confidentiality. Positive and professional attitude. Ability to work independently and as part of a team. Dependable attendance and punctuality. Safety & Security Responsibilities Follow all hotel safety and security policies. Report suspicious activity immediately. Assist with emergency procedures and evacuation protocols. Protect guest privacy and confidential information. Adhere to all Wyndham brand standards and property security requirements. Professional Standards Arrive on time and prepared for each scheduled shift. Wear approved uniform and name tag at all times. Maintain a professional appearance and demeanor. Demonstrate teamwork and support fellow associates. Maintain a clean and organized work environment. Represent the Wyndham brand and Metro Hospitality Partners professionally at all times. Physical Requirements Ability to stand and walk for extended periods. Ability to lift up to 25 pounds occasionally. Ability to operate computers, telephones, printers, and office equipment. Ability to work overnight shifts for Night Audit positions. Schedule Availability Guest Service Agent Morning, Mid-Day, Evening, Weekends, and Holiday availability required. Night Auditor Overnight shifts, weekends, holidays, and special event periods required. Performance Expectations Successful candidates will: Deliver exceptional guest experiences. Maintain high guest satisfaction scores. Demonstrate professionalism and reliability. Accurately complete all assigned duties. Support hotel revenue and occupancy goals. Contribute positively to the overall success of the Front Office Department. Competitive hourly wage based on experience. Opportunities for advancement and career growth. Professional development and training opportunities. Employee discounts through Wyndham Hotels & Resorts. Full-time and part-time opportunities available. Join the team at Wyndham Hotel & Conference Center NRG Park and become part of a hospitality organization committed to excellence, professionalism, and exceptional guest service. Reports To: Front Office Manager / Director of Rooms / General Manager Department: Front Office Operations Location: Wyndham Hotel & Conference Center NRG Park – Houston, Texas Employer: Metro Hospitality Partners, Ltd. #J-18808-Ljbffr