Front Desk

Commonwealth-Lodging-Management-LL; Norfolk (VA); On-site; USD 32,000 - 38,000; Full time

Job summary

Commonwealth Lodging Management LL is hiring a Guest Service Agent to greet guests, answer inquiries, and support front desk operations. You will manage reservations, process payments, and assist with guest services while maintaining confidentiality.

The role requires 1–2 years of front desk experience, strong English communication, and familiarity with hotel property management systems. This is an on-site position with varied shifts, including nights and weekends.

Qualifications

• High School diploma or GED or equivalent.
• Proficient English language with strong verbal/written communication.
• Experience as Guest Service Agent preferred (1–2 years).
• Cash handling experience preferred.

Responsibilities

• Greet guests in a proper uniform with nametag.
• Answer phones within 3 rings with correct greeting.
• Maintain knowledge of hotel features, hours, rates and promotions.
• Process payments according to hotel procedures.
• Assist during emergencies to protect guests and property.
• Maintain guest information and confidentiality.

Skills

Customer service

Communication

Cash handling

MS Office

Guest relations

Education

High School Diploma or GED

Tools

Property Management Systems

Microsoft Office

Job description

JOB RESPONSIBILITIES:Be in proper uniform, with a nametag.Maintain knowledge of all hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities.Be familiar with all local attractions/activities to respond to guest inquiries accurately.Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.Answer telephone within 3 rings, using correct greeting and telephone etiquette.Monitor and maintain cleanliness, sanitation and organization of assigned work areas.Verify guest information upon arrival and departure and always maintain guest confidentiality.Communicate pertinent guest information to designated departments (i.e., special requests, amenity delivery).Maintain and secure a cash bank to perform job functions and obtain method of payment from guests (credit or cash). Process all payments according to established hotel requirements, and Commonwealth Lodging cash handling procedures.Resolve discrepancies on the room status report with Housekeeping.Maintain all guest information and hotel occupancy status using hotel operating systemsAccept and record wake up calls, delivering to the right department.Assists in handling emergencies to protect our guests and associates and preserve the building and its systems during the emergency. Must act as quickly and responsibly as possible to return the building to its normal operating status.Responsible for knowing and abiding by all department, Commonwealth Lodging Management and hotel policies and procedures. As well as the brand standards, policies and procedures.This job description is not intended to provide a complete and comprehensive list of all job duties, requirements and responsibilities. Instead, it is provided as a general overview of the expectations for the position.PHYSICAL RESPONSIBILITIES:Exert physical effort in lifting/transporting at least 25 pounds.Push/pull carts and other equipment up to 100 pounds.Endure various physical movements throughout the work areas.Work environment includes the front office, and all areas of the hotel. Job involves working under variable temperature conditions and noise levels, in indoor and outdoor settingsMust be able to stand and exert well-paced mobility for up to 8 hours in length. Must be willing and can work a varied schedule that includes nights, weekends and holidays.EDUCATION & EXPERIENCE:High School Graduate or General Education Degree (GED): or Work EquivalentComputer skills required. Familiarity with Microsoft Office preferred.Minimum of 1 to 2 years of experience as a Guest Service Agent is preferred.Good understanding of the English language, good communication skills both written and verbal.Experience with hotel property management systems is preferredPrevious cash handling experience is preferred.