Guest Services

APPLICATIONS MUST BE FILLED OUT IN PERSON AT THE FRONT DESK OF THE RESIDENCE INN NORFOLK DOWNTOWN AT ANY TIME.

227 W. BRAMBLETON AVE

NORFOLK, VA 23510

Are you looking to join a fantastic team of individuals driven to be the best of the best in the hotel business.

The Residence Inn Norfolk Downtown is accepting applications for Front Desk and Night Audit, please come to the Front Desk Located at 227 W. Brambleton Ave, in Downtown Norfolk at any time.

We are currently seeking individuals who have a continuous improvment midset, are team oriented, and driven to suceed. 

A Guest Service Agent will ensure that the highest standards for service, safety, privacy and comfort are maintained for all guests of the hotel. Working from the front desk which is the 'nerve center' of the property, they will respond promptly to guest requests and will coordinate with and the Guest Services team with other departments in performing a variety of tasks that ensure a consistently positive guest experience, from pre-arrival to point of departure and beyond.

CORE ACCOUNTABILITIES:

• Greet, acknowledge and welcome guests according to company service standards.

• Engage each guest as unique individuals; Anticipate and listen attentively to their needs and requests.

• Establish proper methods of payment and follow procedures for cash handling.

• Perform friendly, efficient and accurate check-ins and check-outs.

• Answer all telephone inquiries in a timely and professional manner.

• Assist guests with reservations, both over the phone and in person.

• Run and review required daily reports to ensure each shifts run smoothly.

• Serve as problem solver in instances of guest dissatisfaction; Resolve complaints, concerns or issues in a timely and helpful manner.

• Follow all company and safety and security policies and procedures.

• Report and follow up on any maintenance issues or safety hazards.

• Anticipate and follow through on guests' service needs.

• Support other departments and fellow Guest Service Agents, as needed.

• Perform other duties as needed and as directed by General Manager, Assistant General Manager, Maintenance Director, Sales Director and other leadership team members.

1-2 years of previous work experience in an operational service environment is required.

Marriott Fosse Expirience is a plus

• Previous hotel industry work experience is highly desired.

• Exceptional service orientation, with keen ability to focus and deliver on guest needs.

• Reliable and responsible character, with exceptional follow up and attention to detail.

• Exceptional ability to communicate, both verbally and in written form.

• Computer literacy, with ability to easily navigate database, browser, email, document and spreadsheet applications and related programs.

• Ability to adhere to expectations and standards for friendliness, speed, quality and efficiency.

• Willingness and ability to support fellow team members in reaching departmental goals.

• Ability to work effectively as an independent contributor, and as a part of a collaborative team.

• Ability to multi-task and effectively manage numerous priorities within a fast-paced environment.