Guest Service Agent | Full-Time | Hotel Burg

Hotel Burg is excited to welcome a passionate Guest Service Agent to our team! This role is perfect for someone who thrives on creating memorable, personalized experiences for every guest. We’re looking for a warm, charismatic professional who brings energy, dedication, and outstanding communication skills to every interaction. As a key member of our Front Office Team, you’ll play an essential role in shaping exceptional stays and leaving lasting impressions.

This is a full-time, on-site, non-exempt position that reports to the Rooms Manager . The compensation for this position is $19 per hour.

Hotel Burg

At Hotel Burg, we believe in creating an atmosphere that feels like a second home and is enriched with the comforts of a country retreat. Discover unparalleled luxury at Hotel Burg, from our meticulously designed rooms to our one-of-a-kind roof top experience, as well as our one-of-a-kind Private Member Club. Immerse yourself in a lifestyle well lived.

Who We Are

• Passionate – about hospitality and fostering an environment where associates will thrive.
• Culture driven – dedicated to respect, teamwork, an entrepreneurial spirit, and the drive to succeed.
• Unique – we encourage our associates to express themselves and their individual talents. We celebrate diversity and are committed to equity and inclusion.
• Innovators – we are a lifestyle hotel management company that is constantly evolving. We are open-minded individuals who embrace change.
• A growing team looking to expand with authentic and genuine individuals who recognize the importance of team engagement.
• A company that has a culture of promoting from within.
• Recognized as a Top Workplace in The Washington Post and Philadelphia Inquirer.

What You'll Do:

Here are some of the tasks you'll be responsible for daily:

• Provide exceptional personalized customer service and experiences to guests.
• Think on your feet, use good judgement and problem solve in a fast-paced environment.
• Provide support to guest services leaders and the entire hotel team.
• Create a warm and welcoming atmosphere.
• Assist with guest transportation needs, directions, and luggage handling.
• Be familiar with Hotel Burg website, area attractions and offer suggestions about local activities (recreation, dining, shopping, etc.), as well as the list of daily events and individual group events.
• Assist guests with future reservation needs.
• Maintain a presentable lobby area to include both the Guest Services and Front desk area, including vehicles.
• Maintain proper inventory of retail sales gift items and reorder as needed.
• Coordinate the pickup, storage, and distribution of retail sales items.

Qualifications and Skills

• Previous hotel experience (preferred)
• Previous customer service experience (preferred).
• Passion for hospitality and providing excellent guest service
• Exceptional communication skills both verbal and written.
• Knowledgeable in Microsoft Office.
• The ability to work in a fast-paced, energetic environment.
• Ability to think on your feet and work calmly under pressure.
• A passion for customer service and excellent customer services skills.
• A positive attitude and a willingness to learn and grow your skills.
• Ability to use the POS system to process bills and taking payment.
• Ability to lift/carry 30+ pounds.

What's in it for you

• Generous health, dental and vision insurance, plus 401K.
• Access to early wages!
• Access to free virtual fitness classes and discounted in-person memberships
• Gifted PTO on Day 1 (available to use after 90 days of employment) + paid holidays
• Paid Parental Leave
• Tuition reimbursement opportunities – when you grow, we grow!

Non-Negotiables (Our Core Values)

• SERVE OTHERS.
• LIVE 360.
• BUILD A POSITIVE TEAM.
• COMMUNICATE.
• BE WILDLY PASSIONATE.
• TAKE OWNERSHIP.
• LEARN + INNOVATE.
• EMBRACE CHANGE

As part of an organizational culture that embraces change and progress, this job description does not seek to limit the tasks and responsibilities of the position. Rather, it acts as a springboard for future career and personal development within the property team and entire PM Hotel Group community.

We are an equal opportunity employer. We actively respect the right of any qualified individual who performs to the PM Hotel Group standards to work. Discrimination based on gender, age, race, religion, national origin, marital status, sexual orientation, disability, or any other characteristic not related.

PM Hotel Group will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

This description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

This position will require moving at least 75% of the time and lifting up to 50 lbs.