Guest Service Agent | Hotel Burg | Leesburg, VA | Modus by PM Hotel Group

Guest Service Agent

The Burg Hotel is excited to welcome a passionate Guest Service Agent to our team! Reporting directly to the Rooms Manager, 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.

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.

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.

Minimum Requirements:

• 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.

When You're Here:

• Be prepared to accommodate varying schedules including nights, weekends, and holidays
• This position will require standing and moving for 90% of the time sometimes in varying temperatures.

What's In It For You:

• Generous health, dental and vision insurance, plus 401K, all available on day 1!
• Access to free virtual fitness classes and discounted in-person memberships.
• Gifted PTO on Day 1 + Paid Holidays
• Paid Parental Leave
• Tuition reimbursement opportunities when you grow, we grow!

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.

Non-Negotiables (Our Core Values):

• BE WILDLY PASSIONATE. Inspire others with your thirst for excellence.
• BE CURIOUS. Learn rapidly and eagerly.
• BE INNOVATIVE. Create new ideas that prove useful.
• EMBRACE CHANGE. Remain agile, flexible and nimble to thrive in an evolving world.
• Listen with the intent to understand. Share all relevant information.
• HAVE INTEGRITY. Be honest and straightforward with everyone.
• USE GOOD JUDGMENT. Make wise decisions, even in the face of ambiguity.
• BUILD A POSITIVE TEAM. Learn from one another and help each other to be great.
• SERVE OTHERS. Our guests, community, and each other. Be a part of the bigger picture.
• LIVE 360. Practice work-life balance.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor 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.

We offer excellent pay, hotel discounts, F&B discounts and the opportunity to be part of an anything-but-standard growing hotel company

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.