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Guest Services Representative

2 months ago

Alexandria, Virginia, United States Donohoe Companies Full time

We are seeking individuals who are dedicated to providing exceptional service to become part of our front desk team. The front desk serves as the heart of the hotel, where most guest interactions occur. Your role is vital to enhancing our guests' overall experience.


Position Overview:
As a Front Desk Agent, you will be the first point of contact for our guests, ensuring a seamless check-in process, managing payments, sharing local insights, and focusing on details that contribute to a hassle-free stay.


Key Responsibilities:

  • Facilitate guest check-ins and check-outs in accordance with hotel standards.
  • Provide guests with information regarding hotel amenities, policies, and local attractions.
  • Manage incoming calls and direct them to the appropriate departments or guests.
  • Handle room reservations, modifications, and cancellations efficiently.
  • Address inquiries, requests, and concerns from guests, coordinating with other departments as necessary.
  • Perform cashier duties, including processing payments and posting charges to guest accounts.
  • Report any maintenance or housekeeping issues to the relevant departments.
  • Adhere to security protocols to ensure the safety of guests and staff.
  • Maintain the cleanliness and organization of the Front Office area.

Additional Expectations:

  • The hotel operates continuously, requiring flexibility in scheduling to meet business demands.
  • All employees must comply with established work rules and policies.

Skills and Qualifications:

  • Excellent communication and interpersonal skills.
  • Ability to stand for long periods.
  • Capability to thrive in a fast-paced environment.
  • Composure and good judgment in challenging situations.

Physical Requirements:
Ability to stand, walk, and lift items up to 50 pounds as needed.


Work Environment:
Engage with a diverse range of guests and colleagues in a dynamic setting, adapting to varying schedules, including weekends and holidays.