Guest Services Representative

Washington Duke Inn & Golf Club • Durham, NC

5d • Onsite

About The Position

At the Washington Duke Inn & Golf Club, exceptional hospitality begins with a genuine connection. As a Guest Services Representative, you will often be one of the first and last people our guests interact with, making your role an important part of creating a warm, seamless, and memorable experience. If you enjoy meeting new people, solving problems, and making someone’s day just a little better, we would love to meet you. Position Summary The Guest Services Representative provides attentive, personalized service throughout the guest journey, from arrival through departure. This position supports the daily operation of the Front Desk while anticipating guest needs, responding to requests, and helping ensure every interaction reflects the service standards of the Washington Duke Inn & Golf Club.

Requirements

• 1–2 years of customer service experience required
• Strong written and verbal English communication skills
• Basic computer skills and the ability to learn hotel systems and technology
• Ability to stand and/or walk for extended periods during a shift
• Ability to lift, carry, or move up to 30 pounds as needed
• Must be able to work a flexible schedule that may include mornings, evenings, weekends, and holidays based on business needs

Nice To Haves

• Previous hotel Front Desk, Guest Services, or hospitality experience preferred

Responsibilities

• Provide a warm, professional welcome and efficiently manage guest check-in and check-out
• Assist guests with questions, requests, concerns, and special needs while working to provide timely and thoughtful resolutions
• Keep Front Office leadership informed of guest concerns or situations requiring additional assistance
• Review daily arrivals and reservations to identify VIP guests, special requests, celebrations, preferences, and opportunities to personalize the guest experience
• Coordinate guest amenities and special touches with other departments as needed
• Maintain current knowledge of guest rooms, rates, packages, promotions, hotel amenities, services, dining options, and property events
• Recommend room upgrades and additional hotel offerings when appropriate
• Serve as a knowledgeable resource for local attractions, dining, transportation, and area information
• Accurately process guest payments, billing adjustments, cash transactions, and other financial activity in accordance with established procedures
• Complete required reports, documentation, and shift responsibilities accurately and on time
• Communicate effectively with Housekeeping, Reservations, Bell/Door, Engineering, Food & Beverage, and other departments to ensure a seamless guest experience
• Maintain a professional, organized, and welcoming Front Desk environment
• Support fellow team members and assist with additional duties as needed

Benefits

• Medical, Dental, and Vision Insurance
• Short-Term Disability and Long-Term Disability Insurance
• Life Insurance
• Critical Illness and Accident Coverage
• 401(k) with Employer Match after meeting eligibility requirements
• 8 Paid Holidays
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• Free Parking
• Family & Friends Hotel Discounts
• Training, Growth, and Development Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed