Guest Services Agent

Job Description

Job Description

The Company and The Resort

Tanzerra Resorts is a leading international luxury resort company, renowned for providing unparalleled guest experiences in unique and iconic destinations. Each Tanzerra Resort is as unique as its location, offering an exceptional blend of luxury, comfort, signature experiences, world-class culinary arts, and private events that cater to discerning travelers and event planners from around the globe. We are committed to delivering outstanding, personalized service and creating memorable stays for our guests and focus on caring for our team members just as much as we care for our guests.

The Tides Inn is a beloved waterfront luxury resort nestled on Carter’s Creek in Irvington, Virginia. The property has been a cherished destination for generations and has recently undergone a number of renovations and enhancements that are helping elevate the brand and overall experience. The Tides features 70 luxurious accommodations, tennis and pickleball courts, wellness treatments, a working farm, Makers Space (for artistic activities), its own marina, and two distinct restaurants, Salt & Meadow Restaurant and Fish Hawk Oyster Bar. As it has evolved, the Tides Inn is becoming more widely recognized for its elite programming, culinary experiences, commitment to environmental stewardship, and world-class hospitality.

Job Summary

The Guest Service Agent will represent the resort throughout all stages of the guest's experience. The Guest Service Agent will welcome the guest at check-in and expedite the processing of their account at departure. The Guest Services Agent will provide prompt and courteous assistance to resort guests and future guests to ensure an exceptional guest experience.

SHIFT: Evenings

Essential Functions and Responsibilities

• Regular and reliable attendance is an essential function of this role.
• Address guest questions and concerns promptly and effectively.
• Maintain a high level of customer service with everyone.
• Check-in and/or check-out guests efficiently.
• Verify guest information, address, credit card signature, rate, and length of stay.
• Obtain appropriate credit card authorization for the guest's stay.
• Post additional charges to guest accounts during their stay.
• Know room locations, types of rooms available, room rates, and slip rates.
• Exemplify the Tides Inn's high standard of hospitality to all guests.
• Coordinate 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.
• Possess a working knowledge of the reservations department.
• Maintain key control and key security for guest room keys.
• Know how to use front office equipment.
• Follow procedures for issuing and closing safe deposit boxes used by guests.
• Complete other projects assigned by the Guest Services Manager.
• Attend monthly meetings and all scheduled one-on-one meetings.
• Use proper mail, package, and message handling procedures.
• Coordinate guest room maintenance work with the engineering, maintenance, and housekeeping departments.
• Report any unusual occurrences or requests to the Manager, Director of Operations, or Manager on Duty (M.O.D.).
• Know all safety and emergency procedures and be aware of accident prevention policies.
• Handle guest complaints courteously, offer solutions, and follow through to a satisfactory conclusion.
• Adjust, where appropriate, any charge that a guest questions and record it for the accounting department.
• Document and communicate effectively.
• Perform other duties as assigned.

Core Competencies

Individual Contributor Role:

• Customer Focus
• Dealing with Ambiguity
• Functional & Technical Skills
• Action Oriented
• Self Development

Qualifications

• High school degree or equivalent required.
• Prior hotel/resort front desk experience preferred.
• Must be able to work weekends and holidays.
• Must have strong organizational skills.
• Excellent written and verbal communication skills.
• Able to perform and prioritize multiple tasks with ease.
• Strong computer skills preferred.
• Strong guest and team member relations skills.
• Familiarity with hospitality computer software such as Maestro, Oracle, Executech, etc. preferred.

Physical Requirements

Work Environment: Work is primarily performed in an indoor hotel public-space environment; navigation of the property, both indoors and outdoors, in varying weather conditions.

Equipment Used: Computer, phone, intercom.

• 100% standing with occasional walking and bending.
• Lifting/carrying up to 20 lbs.
• Hearing and manual dexterity required.
• Distance vision of 1–3 feet.
• Must have exceptional communication and telephone skills.

Driving Requirements: Golf cart, guest vehicles, transportation of others (motor vehicle record monitoring may be required).

NOTE TO APPLICANTS: As a luxury hospitality destination operating 24/7, our resort requires team members who can offer flexibility in their schedules. Most roles involve working a variety of shifts, including days, evenings, weekends, and holidays, to ensure an exceptional guest experience.

We offer a comprehensive benefits package for full-time qualifying roles designed to support your health, financial security, and overall well-being. Benefits include medical, dental, and vision coverage; a Health Savings Account (HSA); fitness and wellness programs; disability insurance; basic and voluntary life insurance; an Employee Assistance Program (EAP); a hearing discount program; and more. Our total rewards package is built to help you thrive both personally and professionally.

The Tides Inn is an Equal Opportunity Employer . We are committed to creating a diverse and inclusive workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable federal, state, or local law.