Guest Service Agent

THE JEFFERSON HOTEL; Richmond (VA); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Employee meals

Uniforms provided

Complimentary parking

Job summary

The Jefferson Hotel in Richmond, VA is seeking a polished Guest Service Agent to join our Front Office team. This full-time role focuses on creating a seamless guest experience through professional front desk service, attentive communication, and dependable follow-through.

The agent will greet guests, check in/out, assist with information, process payments, and serve as PBX Operator during shifts, responding to calls with urgency and courtesy.

Qualifications

• Experience in guest service or hospitality is required.
• Front desk experience is preferred.
• Excellent verbal and written communication skills with a polished telephone presence.
• Comfortable using hotel systems, Microsoft Office, and multi-line phone systems.

Responsibilities

• Greet guests warmly and professionally to create a welcoming first impression.
• Handle check-in and check-out procedures efficiently and accurately.
• Provide information on hotel services, amenities, and dining options.
• Process payments, maintain billing accuracy, and post charges as needed.
• Serve as PBX Operator during designated shifts, routing calls precisely.
• Coordinate with other departments to meet guest needs and requests.
• Maintain accurate guest records and protect confidentiality.

Skills

Guest service

Communication

Multitasking

Phone etiquette

Tools

Hotel systems

PBX systems

Microsoft Office

Job description

The Jefferson Hotel is seeking a polished, reliable, guest-focused Guest Service Agent to join our Front Office team. This full-time position plays a key role in creating a seamless guest experience through professional front desk service, attentive communication, and effective follow-through. The Guest Service Agent will also serve as a PBX Operator during designated shifts, answering and directing calls through the hotel’s main line.Candidates must be fully flexible and available to work any day of the week, including weekends and holidays, on any shift between 7:00am – 11:00pm.Key RequirementsAvailability: Must be available to work full-time any day of the week, including weekends and holidays, on shifts between 7:00am – 11:00pm.Experience: Prior guest service or hospitality experience required; previous front desk experience preferred.Communication: Excellent verbal and written communication skills with a polished and professional phone presence.Customer Service: Strong commitment to providing attentive, personalized service and ensuring guest needs are addressed promptly.Computer & Phone Skills: Comfortable using computers, hotel systems, Microsoft Office, and multi-line telephone systems.Professionalism: Must be reliable, well-groomed, professional, and able to work effectively both independently and as part of a team.Multitasking: Ability to manage multiple responsibilities in a fast-paced environment while maintaining accuracy and attention to detail.Duties & ResponsibilitiesGreet guests warmly and professionally while creating a welcoming first impression.Execute check-in and check-out procedures efficiently and accurately.Assist guests with general information, hotel services, amenities, and dining options.Process payments, maintain billing accuracy, and post charges appropriately.Serve as the PBX Operator during designated shifts by processing reservations changes, cancellations, and special requests with a high level of accuracy and follow-through.Take and accurately relay messages to guests and internal departments.Respond to guest requests and inquiries by phone and in person with professionalism and urgency.Coordinate with Housekeeping, Concierge, Engineering, Food & Beverage, and other departments to ensure guest needs are met.Maintain accurate guest records and protect guest confidentiality at all times.Handle guest concerns with empathy and appropriate follow-through, escalating issues when necessary.Maintain a clean, organized, and professional front desk and lobby area.Complete daily reports and other administrative tasks as assigned.Work collaboratively with Front Office and Reservations team members to support smooth daily operations and overall guest satisfaction.Perform other duties as assigned by Front Office leadership.QualificationsPrior hospitality or customer service experience required.Previous front desk or hotel experience preferred.Strong organizational skills and attention to detail.Ability to remain composed and professional in a fast-paced, guest-focused environment.Proficiency with hotel systems and Microsoft Office preferred.Ability to stand for extended periods of time.Traits of a Successful CandidatePolished, professional, and guest-focusedWarm and approachable with a strong service mindsetExcellent communicator with a professional telephone presenceDetail-oriented with strong follow-throughDependable, organized, and proactiveAdaptable and composed under pressureTeam-oriented and willing to assist across Front Office operationsWhy Work HereAt The Jefferson Hotel, the Front Office team plays an important role in shaping each guest’s first impression and overall experience. As a Guest Service Agent, you will be part of a dedicated and collaborative team that values professionalism, gracious service, communication, and teamwork. We offer a supportive professional environment, opportunities for growth and development, employee meals, complimentary parking, and uniforms provided.