Guest Service Agent - Front Desk Excellence

Kalyan-Hospitality; Richmond (VA); On-site; USD 16,000 - 20,000; Full time

Job summary

Graduate by Hilton Richmond is seeking a Guest Service Agent to serve as the first point of contact for guests. You will handle reservations, check-ins, check-outs, and guest inquiries to ensure a welcoming experience in a busy hotel environment.

The role requires excellent English communication, basic computer skills, and flexibility to work evenings, weekends, and holidays. Prior hospitality experience is a plus, and knowledge of local attractions will help provide great guest recommendations.

Qualifications

• High school diploma or equivalent.
• Experience in customer service or hospitality preferred but not required.
• Basic computer skills, including familiarity with reservation and property management software.
• Excellent verbal and written communication skills in English.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Experience in hotel, resort, or similar accommodation setting preferred.
• Second language proficiency is a plus.
• Knowledge of local area attractions and services is desirable.
• Hospitality or customer service certification is a plus.
• Strong problem-solving skills and calm under pressure.

Responsibilities

• Greet guests warmly upon arrival and provide a smooth check-in and check-out process.
• Manage guest reservations, cancellations, and modifications using property management systems.
• Respond promptly and courteously to guest inquiries, requests, and complaints; ensure timely resolution.
• Coordinate with housekeeping and maintenance to meet quality standards.
• Provide guests with information about hotel services, amenities, local attractions, and dining options.
• Process payments and maintain accurate records of transactions and guest accounts.
• Maintain a clean, organized front desk area and ensure safety and security protocols.
• Assist in administrative tasks and support other departments as needed.

Skills

Communication

Customer service

Flexibility

Education

High School Diploma

Tools

PMS software

Job description

Graduate by Hilton Richmond is seeking a Guest Service Agent to serve as the first point of contact for guests. You will handle reservations, check-ins, check-outs, and guest inquiries to ensure a welcoming experience in a busy hotel environment.

The role requires excellent English communication, basic computer skills, and flexibility to work evenings, weekends, and holidays. Prior hospitality experience is a plus, and knowledge of local attractions will help provide great guest recommendations.