Guest Service Agent

Position Summary

The Guest Services Associate (GSA) is responsible for representing the hotel to the guest throughout all stages of the guest's stay. The GSA determines a guest's reservation status and identifies how long the guest will stay, helps guest’s complete registration cards and then assigns rooms accommodating special requests whenever possible, verifies the guest's method of payment and follows established credit-checking procedures, places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel, and works closely with the housekeeping department in keeping room status reports up to date. The GSA also provides area information and suggestions of places to eat, shop, etc., to guests that inquire, so area knowledge is a must.

Overview of Duties and Responsibilities

- Registers guests and assigns rooms. Accommodates special requests whenever possible.

- Assists in pre-registration and blocking of rooms for reservations.

- Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures

- Understands room status and room status tracking.

- Knows room locations, types of rooms available, and room rates.

- Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.

- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.

- Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.

- Processes guest check-outs.

- Posts and files all charges to guest, master, and city ledger accounts.

- Follows procedures for issuing and closing safe deposit boxes.

- Uses proper telephone etiquette.

- Uses proper mail, package, and message handling procedures.

- Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.

- Attends department meetings.

- Coordinates guestroom maintenance work with the engineering and maintenance division.

- Reports any unusual occurrences or request to the manager or assistant manager

- Knows all safety and emergency procedures. Is aware of accident prevention policies.

- Maintains the cleanliness and neatness of the front desk area.

Preferred Skills and Experience

- Hotel experience preferred

- Exceptional customer service skills

- Opera Experience is a plus

Company Overview

The Holiday Inn Gateway is a hotel which is owned and operated by HMP Properties, a management and development company. HMP Properties was founded in 2003 by CEO and Owner, Hitesh Patel, and specializes in the design, development, and management of fine hotels. Despite its humble beginnings, HMP Properties has grown to operate a portfolio of ten hotels and developed franchise relationships with several major hotel brands, including Hilton, Marriott, Intercontinental Hotel Group, and Choice Hotels. To this day, HMP Properties still holds true to the same family of core values that were crucial to its early success: Integrity, Passion, Accountability, Responsiveness, Results, and Quality. Our goal is to provide superior hospitality where guest satisfaction is paramount, and we strive to meet the highest standards of service and luxury through efficient operations and a staff that is highly motivated and dedicated to each guest. Whether you’re looking to start or continue a career in hospitality, HMP Properties will be committed to your success and happiness! Apply to join our team Today and work on the cutting edge of hospitality and service!

Job Type: Part-time

Pay: From $11.00 per hour


  • 401(k) matching
  • Employee discount
  • Health insurance
  • Paid time off
  • Professional development assistance


  • 8 hour shift
  • Day shift
  • Holidays
  • Monday to Friday
  • Night shift
  • Overtime
  • Weekend availability

COVID-19 considerations:
We are continuing to monitor the guidelines set forth by the Centers for Disease
Control and Prevention. Keeping our employees informed and giving them the tools
they need to keep themselves and our environment safe is our highest priority!


  • High school or equivalent (Preferred)


  • Hotel experience: 1 year (Preferred)

Work Location:

  • One location

Work Remotely:

  • No

Work Location: One location

Salary Range
$20,000.00 - 24,000.00
per Year
Salary range estimated by
Williamsburg, VA 23185, US
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