Guest Services Agent

Viceroy Hotels and Resorts; Washington (District of Columbia); On-site; USD 40,000 - 56,000; Full time

Job summary

Viceroy Washington DC is seeking a Guest Service Agent to provide attentive service at check-in, during the stay, and at checkout. You will maximize occupancy and walk guests through hotel amenities while maintaining the brand's luxury standards.

The role requires standing shifts, excellent communication, and the ability to manage multiple tasks efficiently. Previous hotel or customer service experience is preferred, with a professional appearance and a friendly demeanor.

Qualifications

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Flexible and long hours sometimes required.
• Light work – up to 20 lbs, occasional; up to 10 lbs frequently.
• Ability to stand during entire shift.
• Maintain a warm and friendly demeanor at all times.
• Clear verbal and written communication with all levels of staff and guests.
• Active listening and problem-solving abilities.
• Ability to multitask and prioritize departmental functions.
• Approach all encounters with service orientation.
• Attend meetings and trainings as required.
• Maintain regular attendance per hotel standards.
• Maintain professional appearance and grooming.
• Adhere to hotel standards and regulations.
• Proactive in identifying and solving problems.
• Understand and apply complex information from various sources.
• Cross-train in other hotel areas.
• Maintain confidentiality of information.
• Show initiative in anticipating needs.
• Perform other duties as requested by management.

Responsibilities

• Greet and welcome all guests at the Front Desk per hotel standards.
• Maintain PBX console operations and ensure standards are met.
• Answer guest inquiries about services, facilities and hours.
• Log and deliver packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquiries regarding restaurants, transportation, entertainment, etc.
• Follow cash handling and credit policies.
• Be aware of rates, packages and promotions in the Red Book.
• Be familiar with in-house groups.
• Be aware of closed out and restricted dates.
• Obtain information when taking reservations and quote rates.
• Be familiar with hospitality terminology.
• Knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient manner.
• Use two-way radio etiquette.
• Operate Front Desk computer system.
• Complete shift tasks on checklist timely.
• Perform bucket checks, room rate verifications, housekeeping reports.
• Balance and close shift paperwork per hotel standards.
• Maintain and market promotions and guest programs.
• Keep work area clean.
• Assist guests with safe deposit boxes.

Skills

Customer service

Communication

Multitasking

Hospitality knowledge

Computer skills

Education

High School diploma or equivalent

College coursework in related field helpful

Tools

PBX console

Front Desk computer system

Job description

Viceroy Hotels Viceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection. A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination. Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington D.C., St. Lucia, and Portugal’s Algarve, with a forthcoming resort in Sun Valley, Idaho slated to open in summer 2026.

Viceroy Hotels Viceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection. A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination. Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington D.C., St. Lucia, and Portugal’s Algarve, with a forthcoming resort in Sun Valley, Idaho slated to open in summer 2026.

Location

Viceroy Washington DC personifies the eclectic Logan Circle neighborhood as home to a diverse and genuine collection of artists and urban innovators. Located off the vibrant 14th Street Corridor, steps from unique shops, galleries, bars, and restaurants, Viceroy Washington DC is poised to act as a thoughtful host among the city’s liveliest and artful locations.

Overview

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities

• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

Qualifications

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.