Guest Service Agent: Front Desk & Guest Satisfaction Leader

The Glover Park Hotel Georgetown; Washington (District of Columbia); On-site; USD 32,000 - 40,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k Match

Daily Pay

Life Insurance

Wellness Program

Travel Discounts

Commuter Benefits

EAP

Job summary

The Glover Park Hotel Georgetown is seeking a Guest Service Agent to greet, register and assist guests in a friendly, efficient manner while adhering to brand standards. This role supports front desk operations, processes payments, and helps ensure guest satisfaction in a dynamic hotel environment.

Responsibilities include check-in/out, handling reservations, and addressing guest requests with a focus on service excellence and safety guidelines.

Qualifications

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

Responsibilities

• 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.

Skills

Customer service experience

Education

High School diploma or equivalent

Tools

PMS systems

Job description

The Glover Park Hotel Georgetown is seeking a Guest Service Agent to greet, register and assist guests in a friendly, efficient manner while adhering to brand standards. This role supports front desk operations, processes payments, and helps ensure guest satisfaction in a dynamic hotel environment.

Responsibilities include check-in/out, handling reservations, and addressing guest requests with a focus on service excellence and safety guidelines.