Guest Service Agent-Shenandoah Mansions

Job Description

The front desk is where a guest's experience begins and ends. As a Guest Service Agent at Shenandoah Mansions, you will help ensure that every guest experience feels effortless, personal, and genuinely welcoming, from the moment of arrival through departure.

We are seeking a candidate who:

Our ideal candidate is a natural host who is approachable, attentive, organized, and passionate about hospitality. This individual understands that exceptional guest service goes beyond checking guests in and out. It is about anticipating needs, creating meaningful connections, and making each guest feel genuinely cared for.

You are someone who remains calm under pressure, communicates thoughtfully, and pays attention to the smallest details. You take pride in creating memorable moments, resolving concerns with care, and representing the distinctive character of Shenandoah Mansions.

Responsibilities:

      Greet guests with a friendly and approachable attitude

      Manage reservations and seating arrangements efficiently

      Assist in coordinating the flow of guests within the lounge

      Provide guests with menus and inform them of daily specials

      Ensure the reception area is tidy and presentable

      Handle guest inquiries and provide accurate information about the lounge

      Collaborate with servers and bartenders to ensure seamless service

      Address any guest concerns or issues promptly and professionally

      Uphold the lounge’s standards for service and ambiance

Requirements: 

• Warmly welcome guests and provide a seamless, personalized check-in and check-out experience.
• Manage guest reservations, room assignments, billing, payments, and guest account inquiries accurately and efficiently.
• Respond to guest questions and provide thoughtful recommendations regarding hotel amenities, local attractions, restaurants, and experiences throughout Richmond.
• Anticipate guest needs and respond promptly and professionally to requests, concerns, and special accommodations.
• Collaborate with Housekeeping, Engineering, Food & Beverage, and other hotel departments to ensure guest requests are communicated and resolved in a timely manner.
• Maintain accurate guest records, reservation details, and daily front desk reports.
• Handle guest concerns with empathy, professionalism, and sound judgment, escalating matters to management when necessary.
• Maintain cleanliness, organization, and presentation standards throughout the front desk, lobby, and guest-facing areas.
• Follow all hotel policies and procedures regarding guest privacy, confidentiality, safety, and security.
• Assist with daily arrivals, departures, room availability updates, and shift transitions.
• Communicate clearly between shifts to maintain continuity of service and operational efficiency.
• Maintain a strong understanding of hotel offerings, special events, and property experiences.
• Uphold ASH Hotels brand standards while contributing to a welcoming, creative, and collaborative team environment.
• Perform additional duties as assigned by hotel leadership.

PREFERRED SKILLS & TRAITS

• A genuine passion for hospitality and creating exceptional guest experiences.
• Previous hotel front desk, guest services, or customer-facing experience preferred.
• Exceptional communication and interpersonal skills with a warm, professional, and approachable demeanor.
• Strong organizational skills, attention to detail, and the ability to multitask effectively.
• Experience with hotel property management systems, preferably Opera or similar platforms.
• Proficiency in Microsoft Office Suite and general computer applications.
• Ability to remain calm, adaptable, and solution-oriented in a fast-paced hospitality environment.
• Strong problem-solving skills and the ability to handle guest concerns with discretion and professionalism.
• Ability to work independently while contributing positively to a team-oriented environment.
• A commitment to maintaining guest confidentiality, privacy, and security.
• Knowledge of Richmond and its local attractions, restaurants, and cultural experiences is a plus.
• Flexibility to work evenings, weekends, and holidays based on operational needs.
• A positive attitude, dependable work ethic, and willingness to go above and beyond for guests and fellow team members.

Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to stand the entire shift. The employee is frequently required to use hands or fingers, handle or feel objects, tools, or controls. The employee is frequently required to stand; walk; sit; stoop; bend; shake, stir, and pour; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds.

Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The employee regularly comes into contact with water, sanitation solutions, and produce items. The employee is frequently required to wash hands. The noise level in the work environment is usually moderate to high.

Benefits & Perks:

COMPENSATION DETAILS

• Position: Part-Time Front Desk Agent
• Location: Shenandoah Mansions – Richmond, VA
• Hourly Rate: $18-$19
• Flexible scheduling, including evenings, weekends, and holidays.
• Paid sick leave and other paid time off in accordance with applicable Virginia law and company policy.
• 401(k) with 100% company match up to 4%, subject to plan eligibility requirements.
• 50% food & beverage discount and discounted hotel rooms at ASH properties.
• Opportunity for professional growth within Shenandoah Mansions and ASH Hotels.
• Additional benefits may be available based on employment classification and eligibility.

 Ash provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other legally protected status. In addition to federal law requirements, Ash  complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Ash expressly prohibits any form of workplace harassment based on race, color, religion, sex, national origin, age, disability, genetic information, or any other legally protected status. Improper interference with the ability of Ash employees to perform their job duties may result in discipline up to and including discharge