Guest Service Agent

About Company: Be a part of the extended stay hotel team in Hopewell!

Our Vision

Our vision is to become the premier hotel development company with a concentration in Washington, 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

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:

As a Hotel Front Desk Agent, you will serve as the welcoming face of our hotel, ensuring every guest experiences exceptional service from the moment they arrive. Your primary goal is to facilitate smooth check-in and check-out processes while addressing guest inquiries and requests promptly and professionally. You will play a critical role in maintaining guest satisfaction by providing accurate information about hotel amenities, local attractions, and services. Additionally, you will manage reservations, handle billing transactions, and coordinate with other hotel departments to meet guest needs efficiently. Your efforts will directly contribute to creating a positive and memorable stay for all guests, reinforcing the Hampton Inn & Suites brand reputation for quality and hospitality.

Minimum Qualifications:

• High school diploma or equivalent.

• Previous experience in customer service or hospitality preferred.

• Basic computer skills and familiarity with reservation systems.

• Excellent communication and interpersonal skills.

• Ability to work flexible hours, including weekends and holidays.

Preferred Qualifications:

• Strong problem-solving skills and the ability to remain calm under pressure.

Responsibilities:

• Greet and welcome guests warmly upon arrival, ensuring a positive first impression.

• Manage check-in and check-out procedures accurately and efficiently using the hotel’s property management system.

• Respond promptly and courteously to guest inquiries, requests, and concerns both in person and via phone or email.

• Process guest payments, issue receipts, and maintain accurate billing records.

• Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests and resolve issues.

• Provide detailed information about hotel services, amenities, and local attractions to enhance guest experience.

• Maintain the front desk area in a clean, organized, and professional manner.

• Adhere to all hotel policies, procedures, and safety standards to ensure guest and staff security.

Skills:

The required customer service standards are essential for daily interactions with guests, ensuring their needs are met with professionalism and empathy. Effective communication skills enable you to clearly convey information and resolve guest concerns promptly, fostering a welcoming environment. Computer literacy and familiarity with reservation systems allow you to efficiently manage bookings, check-ins, and billing processes. Preferred skills such as multilingual abilities and hospitality certifications enhance your capacity to serve a diverse clientele and uphold brand excellence. Together, these skills support your role in delivering seamless guest experiences and maintaining high satisfaction levels throughout their stay.