Guest Service Agent at Kalyan Hospitality – Henrico, Virginia

Our vision is to become the premier hotel development company with a concentration in Virginia, committed to excellence through strategic development and continued innovation in the hospitality industry. Guided by our core values, we will exceed the expectations of our guests and members and enhance the value of our partners' investments.

Our mission is to provide the ultimate guest experience through exceptionally talented associates committed to providing true hospitality. We do this by providing support, training, and growth for our team members while being fiscally responsible to our owners and investors.

About the Role:

The Guest Service Agent plays a pivotal role in creating a welcoming and seamless experience for all guests from the moment they arrive until their departure. This position is responsible for managing guest check-ins and check-outs efficiently while addressing any inquiries or concerns with professionalism and empathy. The role requires maintaining accurate records of guest information and transactions, ensuring confidentiality and compliance with hotel policies. The Guest Service Agent acts as the first point of contact, representing the hotel's brand and values through exceptional customer service. Ultimately, this role contributes significantly to guest satisfaction and loyalty by fostering a positive and memorable stay experience.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service or hospitality preferred but not required.
• Basic computer skills, including familiarity with reservation and billing software.
• Excellent communication skills in English, both verbal and written.
• Ability to work flexible hours, including weekends and holidays.

Preferred Qualifications:

• Experience working in a hotel or hospitality environment.
• Proficiency in multiple languages to assist a diverse guest population.
• Knowledge of local area attractions and services.
• Certification in hospitality or customer service training.
• Strong problem-solving skills and the ability to remain calm under pressure.

Responsibilities:

• Greet guests warmly upon arrival and assist with the check-in and check-out processes.
• Manage reservations, cancellations, and modifications accurately using the property management system.
• Respond promptly and courteously to guest inquiries, requests, and complaints, providing effective solutions.
• Maintain up-to-date knowledge of hotel services, amenities, and local attractions to assist guests effectively.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met promptly.
• Handle billing and payment transactions accurately, ensuring all charges are properly recorded.
• Maintain a clean and organized front desk area and ensure compliance with safety and security procedures.

Skills:

The Guest Service Agent utilizes strong interpersonal and communication skills daily to engage with guests and understand their needs effectively. Attention to detail and organizational skills are essential for managing reservations, billing, and guest records accurately. Problem-solving abilities enable the agent to address guest concerns promptly and find satisfactory resolutions. Multitasking and time management skills are critical to handle multiple guest requests and administrative duties simultaneously. Additionally, proficiency with property management systems and basic computer applications supports efficient workflow and enhances the overall guest experience.