Job Summary
Join our hospitality team as a Guest Services Agent and become the welcoming face of our hotel. In this guest-focused role, you will create exceptional first and last impressions by providing outstanding customer service throughout each guest’s stay. From seamless check-ins and check-outs to assisting guests with questions, requests, and local recommendations, you will play a key role in delivering a warm, professional, and memorable experience.
The ideal candidate is friendly, dependable, and passionate about hospitality, with strong communication skills and a commitment to exceeding guest expectations both in person and over the phone.
Essential Duties and Responsibilities
- Provide professional, friendly, and attentive guest service at all times, ensuring a welcoming and positive guest experience.
- Greet and assist arriving and departing guests with courtesy and efficiency.
- Answer telephone calls promptly and professionally, directing inquiries as needed.
- Respond to guest questions regarding hotel services, accommodations, local attractions, dining, shopping, entertainment, and travel directions.
- Create, confirm, modify, and cancel guest reservations accurately and efficiently.
- Maintain accurate records of room availability, guest accounts, and reservations.
- Assist guests with luggage upon arrival and departure as needed.
- Prepare and process guest billing, including computing charges, receiving payments, and providing change.
- Assist guests with arranging restaurant reservations, transportation, and entertainment services.
- Promote current hotel and franchise marketing programs to enhance guest awareness and participation.
Additional Duties
- Assumes manager duties in absence of General Manager
- Transmits and receives messages through telephone, facsimile, and switchboard
- Maintains wake-up call service
- Posts ancillary charges to guest folios (food, room, telephone)
- Maintains clean and neat work and storage space
- Assists with appropriate storage of guest property
- Attends monthly department meeting
- Completes projects as determined by Rooms Operations Manager
- Participates in ongoing education and training of Franchise and Hotel Management Company
Essential Behavior Requirements
- Customer Service: Displays a professional sense of urgency when communicating and interacting with customers, coworkers, and the public in a way that exceeds the customer’s wants and needs. Identifies opportunities to improve and deliver additional value to customer’s experience by presenting creative solutions and innovative ideas.
- Communication: Actively listens to customers, coworkers, and the public (viewing the situation from the customer’s perspective) and works together to solve the problem through effective communication.
- Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.
- Quality: Work “product or service” is free of errors and exceeds customer expectations. Education or Experience- High school diploma or GED equivalent; no prior experience is required.
- Language Skills- Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules, and memos. Speak clearly, distinctly, and with confidence using appropriate pauses, emphasis, correct English, and punctuation.
- Mathematical Skills- Requires mathematical development sufficient to be able to: add, subtract, multiply, and divide all units of measure.
- Reasoning Ability- Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral, or diagram form. Ability to professionally deal with problems in standardized situations.
Physical Requirements
- Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing
- Primarily inside environmental conditions
Job Types: Full-time, Part-time
Pay: $17.00 - $18.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Ability to Commute:
- Silver Spring, MD 20910 (Required)
Ability to Relocate:
- Silver Spring, MD 20910: Relocate before starting work (Required)
Work Location: In person
