Guest Service Agent

About Company:

Our vision is to become the premier hotel development company with a concentration in Virginia, committed to excellence through strategic development and continued innovation in the hospitality industry. Guided by our core values, we will exceed the expectations of our guests and members and enhance the value of our partners' investments.

Our mission is to provide the ultimate guest experience through exceptionally talented associates committed to providing true hospitality. We do this by providing support, training, and growth for our team members while being fiscally responsible to our owners and investors.

About the Role:

The Guest Service Agent at Graduate by Hilton Richmond, plays a pivotal role in delivering exceptional hospitality experiences within the accommodation and food services industry. This position is responsible for being the first point of contact for guests, ensuring their needs are met promptly and professionally to foster a welcoming environment. The role involves managing reservations, check-ins, and check-outs efficiently while addressing guest inquiries and resolving any issues that may arise. By maintaining clear communication and a positive demeanor, the Guest Service Agent contributes significantly to guest satisfaction and loyalty. Ultimately, this role supports the overall operational success of the establishment by upholding high standards of service and guest care.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service or hospitality preferred but not required.
• Basic computer skills, including familiarity with reservation and property management software.
• Excellent verbal and written communication skills in English.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Preferred Qualifications:

• Experience working in a hotel, resort, or similar accommodation setting.
• Proficiency in a second language to assist a diverse guest population.
• Knowledge of local area attractions and services.
• Certification in hospitality or customer service training programs.
• Strong problem-solving skills and the ability to remain calm under pressure.

Responsibilities:Greet guests warmly upon arrival and provide a smooth check-in and check-out process.

• Manage guest reservations, cancellations, and modifications accurately using property management systems.
• Respond promptly and courteously to guest inquiries, requests, and complaints, ensuring timely resolution.
• Coordinate with housekeeping and maintenance teams to ensure rooms and facilities meet quality standards.
• Provide guests with information about hotel services, amenities, local attractions, and dining options.
• Process payments and maintain accurate records of transactions and guest accounts.
• Maintain a clean and organized front desk area and ensure compliance with safety and security protocols.
• Assist in administrative tasks such as preparing reports, managing correspondence, and supporting other departments as needed.

Skills:

The Guest Service Agent utilizes strong communication skills daily to interact effectively with guests, ensuring their questions and concerns are addressed with clarity and professionalism. Organizational skills are essential for managing multiple reservations and coordinating with various departments to maintain seamless operations. Problem-solving abilities enable the agent to handle unexpected situations and guest complaints efficiently, turning challenges into positive experiences. Computer literacy is applied regularly to operate reservation systems, process payments, and maintain accurate records. Additionally, interpersonal skills foster a welcoming atmosphere that encourages guest satisfaction and repeat visits.