Guest Service Agent

Kimpton Banneker Hotel by IHG offers competitive hourly pay and benefits designed to support both well-being and stability, including medical, dental, and vision health insurance, paid time off, a 401k company match, and daily pay. You will also have 24/7 access to TELUS Health, a confidential work-life support resource, plus employee assistance and wellness programming, travel discounts, commuter transit and parking benefits, and opportunities for educational and professional development. This onsite role in Washington, DC is a strong fit for someone who enjoys delivering service that aligns with hotel/brand and sustainability standards.

Responsibilities

• Greet guests promptly and offer assistance in a friendly, courteous manner.
• Register guests and assign accommodations.
• Set up methods of payment, verify credit, and manage transactions.
• Create, confirm, and manage reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages via telephones and the PMS system.
• Address guest requests in a timely manner and follow through to support satisfaction.
• Receive and resolve guest complaints, escalating to a supervisor when needed.
• Secure guests’ valuables in the hotel safe or safe-deposit boxes when not available in guest rooms.
• Complete bookkeeping tasks such as balancing accounts and conducting audits.
• Monitor guest satisfaction scores and work toward improving departmental and overall guest satisfaction.
• Follow safe work habits, wear protective safety equipment, and adhere to MSDS and OSHA standards.
• Assist in the breakfast area or help with luggage when additional staffing is required or during peak periods.
• Maintain overall guest satisfaction and perform other duties as requested by management.

Requirements

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• PMS system knowledge preferred.

Work Schedule and Physical Requirements

The work schedule varies and may include holidays, weekends, and alternate shifts. The role requires standing for extended periods and involves walking, pushing, and lifting up to 25 pounds, along with bending and reaching. Stooping, kneeling, or crouching may also be required.

Growth Path

• Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager

Technologies used: PMS system, telephones

Compensation: USD $20–$23 per hour