Guest Service Agent (Full-time)

Kingsmill Resort; Williamsburg (VA); On-site; USD 28,000 - 36,000; Full time

Job summary

A leading hospitality company is seeking a Front Desk Agent to provide excellent guest service at check-in and throughout the stay. This role involves registering guests, managing reservations, addressing inquiries, and ensuring guest satisfaction during their stay. The ideal candidate will be a skilled communicator with strong interpersonal abilities, ready to operate in a dynamic and fast-paced environment.

Qualifications

• Must be a people-person who thrives on public contact.
• Ability to work quickly and thoroughly under pressure.
• Must be flexible and open to changes in procedures.

Responsibilities

• Maintain positive guest relations at all times.
• Register guests, assign rooms, and post charges to accounts.
• Answer telephones, take messages, and resolve guest issues.

Skills

Human relation skills

Strong communication skills

General/Basic computer skills

Sales skills

Basic accounting skills

Ability to learn quickly

Ability to prioritize tasks

Ability to interact with diverse peoples

Job description

Overview: To establish and provide excellent guest service, registering and greeting guests at point of check-in and throughout their stay, while processing payments and posting charges to guest accounts.

Responsibilities:

• Maintain positive guest relations at all times.
• Follow all policy, procedures and service standards.
• Register guests while receiving and posting proper payment and finalizing guest accounts at checkout.
• Assign guest rooms, issue keys ensuring guest security at all times and in accordance with Kingsmill established guidelines.
• Make, confirm, assist, and cancel reservations, including promoting and selling location activities.
• Maintain complete knowledge of all location facilities, locations, room types, hours of operations, and activities, in an effort to answer questions and give out accurate and helpful information to guests.
• Answer telephones in the specified time frames following proper guidelines, and using correct greetings and telephone etiquette.
• Take, record, and relay messages accurately, completely, timely, thoroughly, and legibly.
• Document all guest problems and/or complaints using correct forms and procedures, and resolve issues to guest satisfaction at all times.
• To conscientiously handle Lost and Found items following guidelines established by Kingsmill.
• Maintain complete knowledge of correct use of company equipment while keeping work space neat and organized.
• Maintain complete knowledge of and comply with all Front Desk policies, procedures, and standards.
• Accurately follow cash handling procedures and secure bank at all times.
• Post charges to guest accounts for services and purchases.
• Balance all receipts and postings for work performed during shift at the end of shift.
• Perform other duties as assigned.

Qualifications:

• Human relation skills - must be a people-person who thrives on public contact.
• Strong communication skills.
• General/Basic computer skills.
• Sales skills.
• Basic accounting skills.
• Ability to learn quickly and follow instructions accurately.
• Ability to prioritize tasks and move through them in an efficient manner.
• Ability to interact with diverse peoples and help resolve any issues.
• Ability to work quickly and thoroughly under pressure.
• Must be flexible and open to changes in procedures.
• Able to lift and carry up to 15 pounds.
• Standing for up to eight hours per shift.
• Requires bending, stretching and reaching throughout a shift up to 8 hours.
• Ability to work days, nights, weekends, holidays.