Guest Services Agent

Job Description

Job Description

Description:

Job Overview:

The Guest Service Agent is a key ambassador of Boar's Head Resort and is responsible for creating a polished, personalized, and memorable arrival-to-departure experience for every guest. As a luxury resort front desk professional, this position manages guest registration, room assignments, account activity, requests, and departures while anticipating needs and delivering service with warmth, discretion, accuracy, and urgency. The ideal candidate brings prior hotel front desk or guest services experience, hands-on property management system (PMS) experience, and a demonstrated ability to provide elevated service in a luxury or upscale hospitality environment. Knowledge of Forbes Travel Guide service standards, AAA Four Diamond expectations, or comparable luxury service standards is strongly preferred.

Work Environment:

This is an in-person, guest-facing position located at Boar's Head Resort in Charlottesville, Virginia. The Front Office operates seven days a week, including early mornings, evenings, weekends, and holidays. The environment is fast-paced and highly visible and requires professionalism, composure, attention to detail, strong communication, and the ability to prioritize multiple guest needs while maintaining luxury service standards.

Essential Job Functions

Guest Arrival, Registration & Departure

· Welcome guests with a warm, polished, and personalized approach consistent with Boar's Head Resort luxury service standards.

· Complete guest check-in and check-out accurately and efficiently, including verifying reservations, confirming room and rate details, securing payment, issuing keys, and reviewing resort information.

· Use the property's PMS and related front office systems to manage reservations, room assignments, guest profiles, notes, traces, preferences, folios, deposits, payments, and account adjustments.

· Review arrivals, departures, VIPs, special occasions, repeat guests, packages, and special requests in advance to ensure appropriate preparation and recognition.

· Maintain accurate guest profiles and document relevant preferences, requests, service recovery, and follow-up information to support consistent personalized service.

Luxury Guest Experience & Service Excellence

· Anticipate guest needs and proactively offer assistance, recommendations, directions, and resort information rather than waiting for guests to ask.

· Deliver thoughtful, high-touch service to leisure, business, VIP, wedding, group, and special-event guests while maintaining discretion and confidentiality.

· Demonstrate knowledge of Boar's Head Resort accommodations, dining, spa, golf, Sports Club, activities, events, transportation options, and local area recommendations.

· Apply Forbes Travel Guide, AAA Four Diamond, CORE, or comparable luxury service principles when interacting with guests, including name usage, professional language, ownership, personalization, and timely follow-through.

· Recognize opportunities to exceed expectations through personalized touches, thoughtful problem-solving, and coordination with other resort departments.

Guest Requests, Problem Resolution & Service Recovery

· Respond promptly and professionally to guest questions, requests, concerns, and complaints; take ownership of issues through resolution and follow-up.

· Exercise sound judgment and use available service recovery resources appropriately; escalate complex or sensitive concerns to Front Office leadership when needed.

· Coordinate guest requests with Housekeeping, Bell/Door, Reservations, Concierge/Guest Experience, Engineering, Security, Food & Beverage, Spa, Golf, and other resort teams.

· Communicate clearly across shifts using PMS notes, logs, email, radio, telephone, and other approved communication tools to ensure continuity of service.

· Follow up with guests after resolving concerns to confirm satisfaction whenever appropriate.

Front Desk Operations & Financial Accuracy

· Answer and route telephone calls professionally and provide accurate resort and reservation information.

· Process cash, credit card, room charge, deposit, and other approved payment transactions in accordance with accounting and PCI/security procedures.

· Maintain accuracy of guest folios, room charges, routing instructions, authorizations, and payment methods; research discrepancies and obtain assistance when needed.

· Balance assigned cash bank and complete required shift documentation in accordance with established procedures.

· Protect guest privacy, keys, personal information, payment data, and confidential resort information at all times.

· Follow emergency, safety, security, lost-and-found, incident reporting, and guest privacy procedures.

Teamwork & Professional Standards

· Maintain a polished professional appearance, positive demeanor, and composed presence in all guest and team interactions.

· Participate in pre-shift meetings, training, service-standard refreshers, and departmental communication.

· Work collaboratively with Front Office colleagues and resort departments to support occupancy needs, room readiness, guest movement, and service delivery.

· Remain flexible and assist with reasonable Front Office and guest-service duties as operational needs require.

Qualifications

· Minimum of one year of recent hotel front desk, guest services, or guest reception experience in a full-service hotel or resort; luxury or upscale hotel/resort experience is required.

· Hands-on experience using a hotel property management system (PMS) to perform core front desk functions such as check-in/check-out, room assignment, guest profile maintenance, folio review, and payment processing is required.

· Demonstrated experience providing high-level customer service and resolving guest concerns in a professional, calm, and solutions-focused manner.

· Strong verbal and written communication skills, professional telephone etiquette, attention to detail, and the ability to multitask in a high-volume environment.

· Working knowledge of Forbes Travel Guide standards, AAA Four Diamond standards, or comparable luxury hospitality service expectations is preferred.

· Ability to learn resort systems and maintain accurate information across multiple technology platforms.

· Open availability to work a flexible schedule based on business needs, including mornings, evenings, weekends, and holidays, is required.

· High school diploma or equivalent required; additional hospitality education or training is preferred.

Working Conditions and Physical Demands

This position requires frequent standing and walking throughout the shift, regular use of computers and telephones, and frequent interaction with guests and team members. The role may require reaching, bending, light lifting, and moving guest-related materials or supplies. The employee must be able to remain composed and attentive while working in a busy front desk environment. Essential functions may be performed with or without reasonable accommodation.