Guest Services Agent

Hilton; Richmond (VA); On-site; USD 19,000 - 29,000; Full time

Job summary

Hilton Richmond is seeking a Guest Services Agent to deliver outstanding service at the Front Office. You will welcome guests, assist with check-in/check-out, and respond to needs to ensure a positive stay experience.

The role requires strong communication and multitasking skills in a fast-paced hotel environment. Prior hospitality or customer service experience is preferred; basic PMS knowledge is a plus.

Qualifications

• High school diploma preferred.
• Experience in hospitality or customer service preferred.
• Experience with hotel PMS a plus.

Responsibilities

• Greet, register, and check guests in/out promptly and courteously.
• Respond to guest inquiries and requests professionally.
• Handle payments, room assignments, and reservations changes.
• Coordinate with housekeeping and maintenance for room readiness.

Skills

Customer service

Communication

Multitasking

Conflict resolution

Education

High school diploma

Tools

Hotel PMS

Job description

250 rooms | 17,634 sq. ft. total event space across 13 meeting roomsAmenities include: on-site restaurants (La Grotta, 1885 Café & Market), lobby bar (Gather & Hem), indoor pool, fitness center, EV charging, banquet & meeting support.Located in the heart of Virginia’s capital in the historic Miller & Rhoads building, this hotel is just steps from the Richmond Convention Center and Virginia State Capitol. Blending historic charm with modern amenities, it provides an engaging downtown environment for hospitality professionals serving both business and leisure travelers.Pay Range:$14.00-$21.00The Guest Services Agent is responsible for delivering excellent customer service by welcoming guests, assisting with check-in/check-out, and responding to guest needs to ensure a positive stay experience.JOB DESCRIPTIONJob Title: Guest Services AgentDepartment: Front OfficeSupervision Exercised: NONESupervision Received: Front Office Supervisor and Front Office ManagerMINIMUM REQUIREMENTSEducationHigh school diploma preferred.ExperiencePrevious hospitality or customer service experience preferred.Experience with hotel Property Management Systems (PMS) a plus.Skills and KnowledgeStrong customer service and communication skills.Ability to multitask in a fast-paced environment.Basic computer and data-entry proficiency.Problem-solving and conflict-resolution ability.Professional, friendly, and welcoming demeanor.Job Duties and ResponsibilitiesGreet, register, and check guests in/out efficiently and courteously.Respond to guest inquiries, requests, and concerns promptly and professionally.Handle payments, room assignments, and reservation changes accurately.Communicate with housekeeping and maintenance to ensure timely room readiness and service needs.Maintain a clean and organized front desk and lobby area.Willingness to work varied shifts, including weekends and holidays.HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.