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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 essential 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, offering local recommendations, and focusing on the details that contribute to a pleasant 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 the hotel’s phone system, directing calls and accurately taking messages.
  • Handle guestroom reservations, including modifications and cancellations.
  • 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.
  • Notify housekeeping and maintenance of any issues reported by guests.
  • 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.

Required Skills:

  • Strong communication and interpersonal abilities.
  • Capability to stand for extended periods.
  • Aptitude for thriving in a fast-paced environment.
  • Ability to maintain composure and sound judgment in challenging situations.

Physical Requirements:
Must be able to stand and walk for long durations, lift and carry items up to a specified weight, and perform various physical tasks as needed.


Work Environment:
Engage in a dynamic and fast-paced setting, interacting with a diverse range of guests and colleagues. Flexibility in work hours, including weekends and holidays, is essential.