Guest Service Agent

Join the hospitality team at Best Western Plus Hotel in Harrisonburg, VA as a Guest Service Agent to welcome guests, answer inquiries, and manage check-in and check-out with professional, friendly service. This role supports front desk operations and helps set the tone for a positive guest experience throughout the stay.

Responsibilities

• Greet guests warmly on arrival and create a positive first impression through courteous interactions and strong phone etiquette.
• Manage multi-line phone systems efficiently, addressing inquiries, reservations, and requests promptly.
• Check guests in and out accurately while following standard hotel management procedures.
• Assist with night audit responsibilities to ensure financial accuracy and reporting at the end of each shift.
• Handle guest requests, complaints, and special needs with professionalism, ensuring guest satisfaction at all times.
• Maintain detailed records of guest stays, reservations, and billing information to support seamless operations.
• Collaborate with hotel management to ensure smooth daily operations and uphold high standards of hospitality management.
• Two overnight shifts are required (11:00 p.m. – 7:00 a.m.).

Requirements

• Proven experience in hotel management or front desk operations within a resort or hospitality environment.
• Multilingual or bilingual abilities to communicate effectively with diverse guests from around the world.
• Strong customer service skills with a focus on guest relations and hospitality excellence.
• Familiarity with hotel experience systems, including reservation software and multi-line phone systems.
• Knowledge of night audit procedures, guest services protocols, and phone etiquette best practices.
• Ability to handle high-pressure situations calmly while maintaining a friendly demeanor.
• Excellent communication skills to foster positive guest interactions and team collaboration.

Benefits

• Employee discount

Work Location

In person — Harrisonburg, VA (onsite)