Front Desk & Reservations Specialist - Guest Services

The Commonwealth; Richmond (VA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Paid Time Off

401K plan with company match

Hotel discounts

Paid holidays

Job summary

SMI Hotel Group in Richmond, Virginia, is seeking an upbeat Front Desk Agent to welcome guests, issue room keys, manage reservations, and provide information about rooms, rates, and amenities.

You will perform check-in/check-out, handle online and phone bookings, verify payment data, liaise with housekeeping, assist VIP guests, upsell services, and maintain accurate records of bookings and payments in a professional, friendly manner.

Qualifications

• Prior experience as a Hotel Front Desk Agent, Receptionist, or similar role.
• Experience with hotel reservations software, like OnQ or Opera.
• Customer service experience.
• Excellent communication and organizational skills.

Responsibilities

• Perform all check-in and check-out tasks.
• Manage online and phone reservations.
• Inform customers about payment methods and verify their credit card data.
• Register guests collecting necessary information (like contact details and exact dates of their stay).
• Welcome guests upon their arrival and assign rooms.
• Provide information about our hotel, available rooms, rates, and amenities.
• Respond to clients’ complaints in a timely and professional manner.
• Liaise with our housekeeping staff to ensure all rooms are clean, tidy, and fully-furnished to accommodate guests’ needs.
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests.
• Upsell additional facilities and services, when appropriate.
• Maintain updated records of bookings and payments.

Skills

Customer service experience

Excellent communication

Organizational skills

Tools

OnQ

Opera

Job description

SMI Hotel Group in Richmond, Virginia, is seeking an upbeat Front Desk Agent to welcome guests, issue room keys, manage reservations, and provide information about rooms, rates, and amenities.

You will perform check-in/check-out, handle online and phone bookings, verify payment data, liaise with housekeeping, assist VIP guests, upsell services, and maintain accurate records of bookings and payments in a professional, friendly manner.