Guest Services Representative

Washington Duke Inn & Golf Club; Durham (NC); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Health benefits

401(k) with Employer Match

Paid holidays

Paid Time Off

Free Parking

EAP

Family discounts

Job summary

Washington Duke Inn & Golf Club in Durham, NC is seeking a Guest Services Representative to support front desk operations from arrival to departure. You will deliver high-level service, manage check-in/out, and create memorable guest experiences reflecting our commitment to excellence.

The role emphasizes upselling, effective communication, and collaboration with team members to ensure seamless operations. Prior guest services or hospitality background is preferred, with strong English skills

Qualifications

• 1–2 years of customer service experience required; prior Guest Services or Front Desk experience preferred
• Strong English communication skills, both written and verbal
• Ability to lift up to 30 pounds as needed
• Ability to stand for extended periods of time

Responsibilities

• Provide a warm and professional welcome, managing guest check-in and check-out processes in accordance with established procedures
• Respond promptly and thoughtfully to guest inquiries, requests, and concerns, ensuring resolution and guest satisfaction while keeping leadership informed of escalated matters
• Optimize room revenue and occupancy through effective upselling and yield management strategies
• Review daily arrivals and reservations to identify special requests, VIPs, and preferences; coordinate and execute amenities and personalized touches accordingly
• Maintain up-to-date knowledge of room types, rates, packages, promotions, and property offerings
• Serve as a knowledgeable resource on hotel amenities, services, and local attractions
• Accurately handle cash, billing, and financial transactions in compliance with accounting standards
• Complete all required reports and documentation with accuracy and attention to detail
• Collaborate with all team members to ensure seamless operations

Skills

Strong communication

Hospitality

Multitasking

Attention to detail

Team-first mindset

Job description

Job DetailsJob Location: LDMC - Durham, NC 27705 Position Type: Full Time Salary Range: $19.00 - $19.00 Hourly

At the heart of exceptional hospitality is a genuine connection with our guests. As a Guest Services Representative, you will play a key role in creating memorable first and last impressions, ensuring each guest experience is seamless, personalized, and reflective of our commitment to excellence.

Position Summary

The Guest Services Representative is responsible for delivering a high level of service throughout the guest journey - from arrival to departure. This role ensures efficient front desk operations while building meaningful guest relationships and anticipating needs to exceed expectations.

Key Responsibilities

• Provide a warm and professional welcome, managing guest check‑in and check‑out processes in accordance with established procedures
• Respond promptly and thoughtfully to guest inquiries, requests, and concerns, ensuring resolution and guest satisfaction while keeping leadership informed of escalated matters
• Optimize room revenue and occupancy through effective upselling and yield management strategies
• Review daily arrivals and reservations to identify special requests, VIPs, and preferences; coordinate and execute amenities and personalized touches accordingly
• Maintain up‑to‑date knowledge of room types, rates, packages, promotions, and property offerings
• Serve as a knowledgeable resource on hotel amenities, services, and local attractions
• Accurately handle cash, billing, and financial transactions in compliance with accounting standards
• Complete all required reports and documentation with accuracy and attention to detail
• Collaborate with all team members to ensure seamless operations

What We’re Looking For

• A passion for hospitality and delivering exceptional guest experiences
• Strong communication and interpersonal skills
• Ability to multitask and remain composed in a fast‑paced environment
• Attention to detail and commitment to accuracy
• A team‑first mindset with a willingness to support others

Benefits & Perks

• Comprehensive Medical, Dental, and Vision Insurance
• Short‑Term Disability, Long‑Term Disability, Life Insurance, Critical Illness & Accident Coverage
• 401(k) with Employer Match (eligible after 6 months)
• 8 Paid Holidays
• Paid Time Off (PTO)
• Free Parking
• Employee Assistance Program (EAP)
• Family & Friends Hotel Discounts
• Growth and Development Opportunities within a premier hospitality environment

Qualifications

• 1–2 years of customer service experience required; prior Guest Services or Front Desk experience preferred
• Strong English communication skills, both written and verbal
• Ability to lift up to 30 pounds as needed
• Ability to stand for extended periods of time