Guest Service Agent

Jefferson Hotel; Richmond, Northern (VA, KY); Hybrid; USD 19,000 - 22,000; Full time

Benefits offered by this job

Uniforms provided

Employee meals

Complimentary parking

Job summary

The Jefferson Hotel in Richmond, VA is seeking a polished Guest Service Agent to join the Front Office team. This full-time role handles check-in/check-out, guest services, and acts as PBX operator during shifts.

Ideal candidates have hospitality experience, strong communication, and comfort with hotel systems. Position requires flexibility to work all shifts between 7:00am–11:00pm, including weekends and holidays.

Qualifications

• Experience in guest service or hospitality is required.
• Front desk experience preferred.
• Excellent verbal and written communication skills.
• Comfort with hotel systems and multi-line phones.

Responsibilities

• Greet guests warmly and manage check-in/check-out accurately.
• Assist guests with information on services, dining, and amenities.
• Process payments and post charges to guest accounts.
• Answer calls on the main hotel line and direct to appropriate departments.
• Coordinate with Housekeeping and other departments to meet guest needs.
• Maintain accurate guest records and ensure confidentiality.

Skills

Front desk experience

PBX operator

Microsoft Office

Hotel systems

Tools

Hotel PMS

PBX system

Job description

# Guest Service AgentThe Jefferson Hotel - RICHMOND, VA 23220## OverviewSalary Range$14.50 - $16.50Position TypeFull TimeJob ShiftAnyCategoryFront Desk## DescriptionThe 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 Requirements*** **Availability:** 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 & Responsibilities*** Greet 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.**Qualifications*** Prior 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 Candidate*** Polished, professional, and guest-focused* Warm and approachable with a strong service mindset* Excellent communicator with a professional telephone presence* Detail-oriented with strong follow-through* Dependable, organized, and proactive* Adaptable and composed under pressure* Team-oriented and willing to assist across Front Office operations**Why Work Here**At 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.