Guest Services Representative

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 DoProvide 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

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 skillsA 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 discretionA team-first mindset and willingness to support others

Flexibility to work varying schedules based on business needs

Qualifications1–2 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…