Welcome Team Associate

Shamin Hotels•Richmond, VA

About The Position

The Guest Service Agent is responsible for checking guests in and out of their rooms . They work with guests both in-person and online to reserve their rooms, answer any questions they have about the hotel and provide details and recommendations about activities to do in the surrounding area. Agents obtain or confirm guest information, assign rooms, activate and distribute keys, etc. Collect payment for room charges and other fees.

Requirements

1-2 years of proven experience in front desk or guest service experience (in hospitality, customer service, or a related field)
Familiarity with hotel management systems (PMS) such as Opera, Onq, Fosse, or Maestro)
Experience handling reservations, guest check-ins/check-outs, billing, and conflict resolution.
Proven ability to handle multiple tasks and high guest volume professionally.
Excellent communication (verbal and written)
Strong customer service orientation - personable, patient, and solution-focused
Attention to detail for accurate guest information, billing, and recordkeeping.
Problem-solving and conflict resolutions abilities.
Teamwork and the ability to coordinate with housekeeping, maintenance, and management.
Computer proficiency, including email, spreadsheets, and hotel booking systems.
Prioritization and time management skills required.
Working quickly without compromising quality.
Polished and professional appearance.
Dependable and punctual - hospitality runs on consistency
Calm under pressure - especially during peak check-in times or guest complaints.
Reliable transportation required.
High school diploma or GED certification or an equivalent combination of education and experience.

Nice To Haves

Associate or bachelor's degree in hospitality management, business administration or tourism preferred.

Responsibilities

Greets, registers, and assigns rooms to guests.
Issues room key and escort instructions to Bell person or directly to guest as appropriate, without announcing room numbers.
Date-stamps, sorts and racks incoming mail and messages.
Transmits and receives messages using equipment such as telephone, fax and switchboard.
Answers inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
Keeps records of room availability and guests’ accounts.
Computes bill, collects payment and makes change for guests.
May make, confirm and cancel reservations for guests.
Posts charges such as room, food, liquor or telephone by hand or machine.
May make restaurant, transportation or entertainment reservations for guests.
May deposit guests’ valuables in hotel safe or safe-deposit box.
May order complimentary flowers or Champaign for special guests at management’s direction
Understands and enforces the hotel company credit policies.
Accounts for all cash and makes deposits in accordance with hotel and company policies.
Communicates effectively with other front office and hotel departments.
Reports to work for scheduled shift, on time and in uniform in accordance with company policy.
Knows and complies with all company policies and procedures pertaining to this position and its duties.
Takes the initiative to greet guests in a friendly and warm manner.
Cross sells other Shamin Hotels.
Performs other related duties as required.

Benefits

health, dental, vision, accident and short and long term disability insurance
pet insurance
gym membership discounts
Paid time off
Paid holidays
Shamin Perk discounts on tickets, rental cars and attractions
footwear discounts
401K plan with company match
employee discounts at our branded hotels
Critical Illness, Hospital Indemnity, Accident Insurance and Pre-paid Legal Resources