Guest Services Representative

Guest Services Representative

WDI - Durham, NC 27705

Overview

Salary Range $21.00 Position Type Full Time

Description

At the Washington Duke Inn & Golf Club, exceptional hospitality begins with a genuine connection. As a Guest Services Representative, you will often be one of the first and last people our guests interact with, making your role an important part of creating a warm, seamless, and memorable experience. If you enjoy meeting new people, solving problems, and making someone's day just a little better, we would love to meet you.

Position Summary

The Guest Services Representative provides attentive, personalized service throughout the guest journey, from arrival through departure. This position supports the daily operation of the Front Desk while anticipating guest needs, responding to requests, and helping ensure every interaction reflects the service standards of the Washington Duke Inn & Golf Club.

What You'll Do

• Provide a warm, professional welcome and efficiently manage guest check-in and check-out
• Assist guests with questions, requests, concerns, and special needs while working to provide timely and thoughtful resolutions
• Keep Front Office leadership informed of guest concerns or situations requiring additional assistance
• Review daily arrivals and reservations to identify VIP guests, special requests, celebrations, preferences, and opportunities to personalize the guest experience
• Coordinate guest amenities and special touches with other departments as needed
• Maintain current knowledge of guest rooms, rates, packages, promotions, hotel amenities, services, dining options, and property events
• Recommend room upgrades and additional hotel offerings when appropriate
• Serve as a knowledgeable resource for local attractions, dining, transportation, and area information
• Accurately process guest payments, billing adjustments, cash transactions, and other financial activity in accordance with established procedures
• Complete required reports, documentation, and shift responsibilities accurately and on time
• Communicate effectively with Housekeeping, Reservations, Bell/Door, Engineering, Food & Beverage, and other departments to ensure a seamless guest experience
• Maintain a professional, organized, and welcoming Front Desk environment
• Support fellow team members and assist with additional duties as needed

Qualifications

What We're Looking For

We are looking for someone who genuinely enjoys hospitality and understands that great service often comes down to the little things. Our ideal candidate will bring:

• A genuine passion for creating exceptional guest experiences
• Strong communication and interpersonal skills
• A professional, welcoming, and approachable demeanor
• The ability to remain composed and solution-focused in a busy environment
• Strong attention to detail and commitment to accuracy
• Good judgment and the ability to handle guest information with discretion
• A team-first mindset and willingness to support others
• Flexibility to work varying schedules based on business needs

Qualifications

• 12 years of customer service experience required
• Previous hotel Front Desk, Guest Services, or hospitality experience preferred
• Strong written and verbal English communication skills
• Basic computer skills and the ability to learn hotel systems and technology
• Ability to stand and/or walk for extended periods during a shift
• Ability to lift, carry, or move up to 30 pounds as needed
• Must be able to work a flexible schedule that may include mornings, evenings, weekends, and holidays based on business needs

Benefits & Perks

We believe taking care of our guests starts with taking care of our team. Eligible associates have access to a competitive benefits package that includes:

• Medical, Dental, and Vision Insurance
• Short-Term Disability and Long-Term Disability Insurance
• Life Insurance
• Critical Illness and Accident Coverage
• 401(k) with Employer Match after meeting eligibility requirements
• 8 Paid Holidays
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• Free Parking
• Family & Friends Hotel Discounts
• Training, Growth, and Development Opportunities
• The opportunity to build your hospitality career within one of Durham's premier hotel environments

Join Our Team

At the Washington Duke Inn & Golf Club, hospitality is more than completing a transaction. It is noticing the details, anticipating needs, and helping every guest feel genuinely welcomed and cared for. If that sounds like the kind of hospitality you enjoy providing, we invite you to apply.

Equal Employment Opportunity

The Washington Duke Inn & Golf Club is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.