Guest Service Agent

Sheraton; Reston (VA); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Competitive wages

Medical, Dental and Vision Insurance

Paid Time Off

401k Company Match

Travel Discounts

Educational/Professional Development

Referral Bonus Program

Job summary

HHM Hotels in Reston, VA, seeks a Guest Service Agent to greet guests, check them in, assign rooms, process payments and manage reservations using the PMS system. The role emphasizes hospitality, accuracy and a friendly, proactive service mindset.

Responsibilities include responding to guest requests, resolving issues, balancing accounts, and assisting with breakfast or luggage during peak periods to support team operations and guest satisfaction.

Qualifications

• Experience in customer service or hospitality is preferred.
• Knowledge of PMS systems is a plus.
• Strong communication and guest-relations skills are essential.

Responsibilities

• Greet guests promptly and offer to assist with needs.
• Register and assign guests to rooms and handle payments.
• Make and confirm reservations and balance guest accounts.
• Transmit and receive messages via the hotel PMS system.
• Respond to guest requests and resolve issues, escalating when needed.
• Assist in the breakfast area or luggage during peak times.
• Maintain guest satisfaction and safety standards.

Skills

Customer service

PMS systems

Communication

Education

High School diploma or equivalent

Tools

PMS system

Job description

Overview

Opportunity: Guest Service Agent

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.

Your Growth Path

Front Desk Supervisor or Sales Coordinator - Front Office Manager or Sales Manager

Your Focus

• Immediately greet guests and offer to assist with their needs.
• Register and assign guests to hotel rooms.
• Establish methods of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or the PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Your Background and Skills

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

HHM Hotels Benefits and Perks

• Competitive wages for full time and part time opportunities
• Medical, Dental and Vision Health Insurance
• Paid Time Off
• 401k Company Match
• Daily Pay
• Free Basic Life Insurance
• 24/7 access to TELUS Health, a confidential work-life resource.
• Travel Discounts
• Commuter Transit and Commuter Parking Benefits
• Employee Assistance and Wellness Program
• Educational/Professional Development
• Referral Bonus Program

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability - Hearts That Serve - Only Excellence - Stay Nimble - Own It

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.