Front Desk

COMMONWEALTH LODGING MANAGEMENT LLC; Norfolk (VA); On-site; USD 21,000 - 22,000; Full time

Job summary

Commonwealth Lodging Management LLC in Norfolk, VA is seeking a Guest Service Agent to greet guests, manage check-ins/outs, answer phones, and promote hotel services. You will maintain accurate guest records, handle payments, and support front desk operations while ensuring confidentiality and a high standard of service.

The role requires high school diploma, basic computer skills, familiarity with Microsoft Office, experience with hotel property management systems, and cash handling.

Qualifications

• High School Diploma or GED required.
• Good understanding of the English language and strong written and verbal communication skills.
• Experience with hotel property management systems preferred.
• Previous cash handling experience preferred.

Responsibilities

• Be in proper uniform, with a nametag.
• Greet guests and assist with check-ins/check-outs and guest inquiries.
• Answer telephone promptly with correct greeting and etiquette.
• Maintain knowledge of hotel features, rates, promotions, and arrivals/departures.
• Process all payments according to hotel procedures and handle cash securely.
• Communicate guest needs to appropriate departments and maintain confidentiality.
• Support front desk operations and manage wake-up calls and room status updates.
• Assist in emergencies to protect guests and property.

Skills

English language

Communication skills

Cash handling

Education

High School/GED

Tools

Microsoft Office

Hotel Property Management Systems

Job description

Job Location: Wyndham Garden Downtown Norfolk, VA - Norfolk, VA 23510

Salary Range: $15.00 - $16.00 Hourly

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 systems
• Accept 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 settings
• Must 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.

Qualifications

• High School Graduate or General Education Degree (GED): or Work Equivalent
• Computer 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 preferred
• Previous cash handling experience is preferred.