Guest Service Agent

Job Description

Overview

The Jefferson Hotel, a renowned property in Richmond, VA, is seeking a reliable and guest-focused Front Desk Agent to join our Front Office team. This full-time position plays a key role in creating an exceptional guest experience through professionalism, attentiveness, and service excellence.

Candidates must be fully flexible and available to work any day of the week, including weekends and holidays, on any shift between 7:00am – 11:00pm.

Key Requirements

Availability: Must be available to work full-time on any day of the week, including weekends and holidays, and on any shift ranging between 7:00am – 11:00pm.

Customer Service Experience: Prior experience in a guest service or hospitality role required.

Computer & Phone Skills: Strong computer literacy and telephone etiquette. Must be comfortable with multi-line phone systems and capable of promoting hotel services.

Experience: Prior Front Desk or Reservations experience preferred but not required.

Communication: Excellent verbal and written communication skills.

Professionalism: Must be reliable, professional, and able to work both independently and as part of a team.

Basic Functions & Scope

The Front Desk Agent serves as the first point of contact for guests and is responsible for delivering seamless arrival, stay, and departure experiences. This position also includes responsibilities as a Hotel Operator, answering calls through the hotel’s main line.

Duties & Responsibilities

Greet guests in a warm and professional manner and ensure all check-in and check-out procedures are executed efficiently.

Assist guests with room reservations, dining reservations, and general information requests.

Manage payment processing, billing accuracy, and posting charges appropriately.

Serve as a Hotel Operator during designated shifts, routing calls and taking messages with clarity and professionalism.

Ensure effective communication with other departments to meet guest needs and resolve issues.

Maintain accurate records and complete daily reports as required.

Uphold The Jefferson Hotel’s Five Diamond service standards at all times.

Handle guest concerns with urgency and empathy, ensuring satisfaction.

Maintain a clean and organized front desk and lobby area.

Perform additional duties as assigned by Front Office leadership.

Qualifications

High school diploma or equivalent required.

Strong attention to detail and ability to multitask in a fast-paced environment.

Proficiency in hotel reservation systems and Microsoft Office preferred.

Positive attitude and polished appearance.

Ability to stand for extended periods of time.

Full-time