Guest Service Agent-Shenandoah Mansions

ASH (UK) Co Ltd • Richmond, VA

3d • $18 - $19

About The Position

As a Guest Service Agent at Shenandoah Mansions, you help make guest experiences effortless, personal, and welcoming from arrival through departure. The role involves front desk and guest-service operations, including check-in and check-out, reservations, room assignments, billing, guest inquiries, and coordination with hotel departments. You are expected to anticipate guest needs, respond professionally to concerns, maintain accurate records, and uphold the property’s service, privacy, safety, and presentation standards. The position is part-time in Richmond, Virginia, and requires flexibility to work evenings, weekends, and holidays based on operational needs.

Requirements

• Exceptional communication and interpersonal skills, with a warm, professional, and approachable demeanor.
• Strong organizational skills, attention to detail, and ability to multitask effectively.
• Ability to remain calm, adaptable, and solution-oriented in a fast-paced hospitality environment.
• Strong problem-solving skills and ability to handle guest concerns with discretion and professionalism.
• Ability to work independently while contributing positively to a team-oriented environment.
• Commitment to maintaining guest confidentiality, privacy, and security.
• Dependable work ethic and willingness to go above and beyond for guests and team members.
• Flexibility to work evenings, weekends, and holidays based on operational needs.

Nice To Haves

• Previous hotel front desk, guest services, or customer-facing experience.
• Experience with hotel property management systems, preferably Opera or similar platforms.
• Proficiency in Microsoft Office Suite and general computer applications.
• Knowledge of Richmond and its local attractions, restaurants, and cultural experiences.
• A genuine passion for hospitality and creating exceptional guest experiences.

Responsibilities

• Warmly welcome guests and provide a personalized check-in and check-out experience.
• Manage reservations, room assignments, billing, payments, and guest account inquiries accurately and efficiently.
• Answer guest questions and provide recommendations about hotel amenities, local attractions, restaurants, and experiences in Richmond.
• Anticipate guest needs and respond promptly and professionally to requests, concerns, and special accommodations.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and other hotel departments to communicate and resolve guest requests.
• Maintain accurate guest records, reservation details, and daily front desk reports.
• Handle guest concerns with empathy, professionalism, and sound judgment, escalating issues to management when necessary.
• Maintain cleanliness, organization, and presentation standards at the front desk, in the lobby, and in guest-facing areas.
• Follow hotel policies and procedures for guest privacy, confidentiality, safety, and security.
• Assist with daily arrivals and departures, room availability updates, and shift transitions.
• Communicate clearly between shifts to maintain continuity of service and operational efficiency.
• Maintain knowledge of hotel offerings, special events, and property experiences.
• Uphold ASH Hotels brand standards and contribute to a welcoming, creative, collaborative team environment.
• Perform additional duties as assigned by hotel leadership.

Benefits

• Flexible scheduling, including evenings, weekends, and holidays.
• Paid sick leave and other paid time off in accordance with applicable Virginia law and company policy.
• 401(k) with 100% company match up to 4%, subject to plan eligibility requirements.
• 50% food and beverage discount and discounted hotel rooms at ASH properties.
• Opportunity for professional growth within Shenandoah Mansions and ASH Hotels.
• Additional benefits may be available based on employment classification and eligibility.

What This Job Offers

• Job Type: Part-time
• Education Level: No Education Listed