Guest Service Representative

DESCRIPTION

POSITION TITLE: Guest Service Representative

REPORTS TO: Guest Service Manager / Assistant General Manager / General Manager

ABOUT FAIRFIELD INN & SUITES DULLES AIRPORT

The Fairfield Inn & Suites Dulles Airport, managed by Vista Host Management &


Development Company, is conveniently located near Washington Dulles International


Airport, providing easy access for both business and leisure travelers. With 100+ spacious


rooms and suites, the property offers a complimentary airport shuttle, free hot breakfast,


and modern amenities designed to ensure a comfortable stay. Situated just a short drive


from popular attractions like the Steven F. Udvar-Hazy Center of the National Air and Space


Museum and downtown Washington, D.C., our hotel is an ideal base for exploring the area


while enjoying the consistent quality and warm hospitality that Fairfield Inn & Suites is


known for.

POSITION SUMMARY

The Guest Service Representative is responsible for all guest interactions at the front


desk, including registration, departure processing, and communication of hotel services.


This role requires a high level of customer focus, providing an opportunity for an engaging


and outgoing personality to create positive guest experiences. Duties also include


processing payments and responding to guest inquiries, while following all procedures set


by management.

WHO IS THIS POSITION FOR?

The Guest Service Representative role is best suited for someone who:

• Enjoys engaging with guests and has a friendly, outgoing personality.

• Has strong communication skills and a passion for delivering excellent customer


service.

• Is adaptable, able to handle multiple tasks, and can maintain a positive attitude in a


fast-paced environment.

• Takes ownership of guest experiences, ensuring they are pleasant and


accommodating.

WHY JOIN OUR TEAM?

• Competitive hourly pay with opportunities for performance-based incentives.

• Vacation / Sick / Bereavement / Holiday Pay.

• Health/Vision/Dental Insurance.

• Life / STD Insurance.

• 401k.

• Employee Discounts (Brand Hotels & Company Hotels).

• Free, Third-Party Employee Assistance Program (personal and professional).

• Opportunities for growth within Vista Host's expanding portfolio.

DUTIES AND RESPONSIBILITIES

• Provide exceptional customer service to all hotel guests, making their stay as


comfortable and enjoyable as possible while achieving team and brand goals.

• Perform quality assurance (QA) requirements for the front office department.

• Ensure compliance with hotel policies, procedures, and relevant ordinances


regarding personnel, security, cash handling, guest relations, and safety.

• Remain highly visible and readily available for guests, taking initiative to offer


assistance or answer questions.

• Adhere to hotel credit policies, including credit card authorization, direct bill


accounts, cash payments, and incidental deposits.

• Manage guest complaints, taking ownership to resolve issues and ensure superior


guest satisfaction.

• Greet, register, suggestively sell (and upsell), issue room keys, and assign rooms in a


friendly and efficient manner.

• Provide information about the hotel, amenities, local dining, attractions, and travel


directions.

• Accurately check out guests and communicate departures to housekeeping.

• Make, confirm, and cancel reservations via telephone, computer, and written


communication.

• Answer and route internal and external phone calls in a friendly manner, following


prescribed procedures.

• Update the shift-to-shift log regularly to ensure clear communication between


shifts.

• Maintain cleanliness and organization of the hotel lobby, coffee stations, and front


desk area.

• Assist other departments as needed and perform other related duties as assigned.

POSITION REQUIREMENTS

• Must be able to communicate effectively in English, both written and verbally.

• Must be able to stand for extended periods.

• Must be able to lift up to 20 lbs.

• Ability to work independently and manage tasks without supervision

REQUIREMENTS

The Vista Host Promise: We will inspire unlimited potential for every Vista Host associate and hotel guest. We will do this by serving all whom we encounter with genuine kindness and exceptional hospitality. With these efforts, we will empower, and always advocate for, every person's experience to result in their heartfelt desire to return.