Front Desk Clerk

Shamin Hotels Master•Chester, VA

About The Position

The Guest Service Agent works in hotel operations and is responsible for checking guests in and out, assisting with room reservations, answering questions about hotel services, and offering information and recommendations about nearby activities. The role includes obtaining or confirming guest information, assigning rooms, issuing keys, collecting payment for room charges and other fees, and supporting guests in person and online. The position reports to the Front Office Manager and has no supervisory responsibilities. It is hourly and paid bi-weekly. The agent greets and registers guests, manages room availability and guest accounts, handles incoming mail and messages, and communicates with guests and other hotel departments. The role also includes processing charges and payments, following company credit and cash-handling policies, and helping arrange reservations for restaurants, transportation, or entertainment. Agents are expected to provide warm, attentive service, follow company policies, arrive on time and in uniform for scheduled shifts, and perform related duties as required.

Requirements

Prioritization and time-management skills.
Ability to work quickly without compromising quality.
Attention to detail.
Reliable mode of transportation.
High school diploma or GED certification, or an equivalent combination of education and experience.

Nice To Haves

Proven experience as a front desk agent.
Teamwork, collaboration, and helping others succeed.
Taking ownership, embracing responsibility, and continuing to learn.
A positive, caring approach to guest service and creating memorable experiences.

Responsibilities

Greet, register, and assign rooms to guests.
Issue room keys and provide escort instructions to the bell person or directly to guests without announcing room numbers.
Date-stamp, sort, and rack incoming mail and messages.
Transmit and receive messages using equipment such as telephones, fax machines, and switchboards.
Answer questions about hotel services, guest registration, shopping, dining, entertainment, and travel directions.
Maintain records of room availability and guest accounts.
Compute bills, collect payment, and make change for guests.
Make, confirm, and cancel guest reservations as needed.
Post charges for items such as rooms, food, liquor, or telephone use, manually or by machine.
Make restaurant, transportation, or entertainment reservations for guests as needed.
Safeguard guests’ valuables in the hotel safe or safe-deposit box as needed.
Arrange complimentary flowers or champagne for special guests at management’s direction.
Understand and enforce hotel company credit policies.
Account for cash and make deposits in accordance with hotel and company policies.
Communicate effectively with front office colleagues and other hotel departments.
Report on time and in uniform for scheduled shifts, in accordance with company policy.
Follow company policies and procedures related to the position and its duties.
Take the initiative to greet guests in a friendly and warm manner.
Cross-sell other Shamin Hotels.
Perform other related duties as required.

Benefits

Health insurance for full-time associates.
Dental insurance for full-time associates.
Vision insurance for full-time associates.
Accident insurance.
Short- and long-term disability insurance for full-time associates.
Pet insurance for full-time associates.
Gym membership discounts for full-time associates.
Paid time off for full-time associates.
Paid holidays for full-time associates.
Discounts on tickets, rental cars, and attractions.
Footwear discounts.
401(k) plan with company match for full-time associates.
Employee discounts at branded hotels.
Part-time associates have access to Critical Illness, Hospital Indemnity, Accident Insurance, and prepaid legal resources.