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Guest Service Representative – Charlottesville, VA

Posted january 11, 2023

Job Description

Graduate Hotels®, is seeking a Guest Service Representative to join Graduate Charlottesville and its brilliant team of hospitality enthusiasts. 

Graduate Hotels creates authentic, spirited spaces that connect travelers, students and locals alike. Through thoughtfully curated design, creative F&B and community-focused events, we create hotels worthy of their communities.   

We are a diverse team of experience makers and storytellers. As a Graduate Hotels team member, you are the local insider shaping guest experiences. Our goal is to make every guest feel like a local even if it's their first time in town. In order to help you deliver on that goal, we encourage our team members to embody the same mindset as our guests through Graduate experiences and encouraged community exploration.   

Graduate Hotels is proud to be Great Place to Work-Certified™, proving that our associates feel our commitment to cultivate a culture of inspirational and supportive leadership. 

Job Duties And Responsibilities 

  • Greets guests as they arrive, focusing on personal recognition in a warm and authentic manner  
  • Reviews arrival list daily and assists in preparing and assembling welcome amenities  
  • Escort VIPs to room and check them in prior to arrival  
  • Answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed  
  • Responsible for issued bank - count bank at beginning and end of shift.  
  • Ensure that all cash drops are done in accordance with proper cash handling procedures and report all cash over/ shorts to management 
  • Maintains front desk area to be clean and organized  
  • Assisting with lobby activation as needed 
  • Utilize proper procedures when handling guest PPI data  
  • Understands the key points to communicate for a Graduate Arrival experience  
  • Follows through and feels ownership of guest requests  
  • Resolves guest complaints in a professional and efficient manner  
  • Actively participates in Front Desk upsell program  
  • Always retrieve necessary identification documents and form of payment upon guest arrival 
  • Other duties as assigned  

Education And Experience

  • Prior Customer Service Experience  
  • High School Diploma/GED 

Knowledge, Skills And Abilities

  • Basic computer skills  
  • Ability to communicate effectively verbally and in writing  
  • Ability to exceed expectations of guests and team members  
  • Excellent time management skills  

About Graduate Hotels®

Graduate Hotels is a hand-crafted collection of hotels that reside in dynamic university-anchored towns across the country.  Each hotel pays homage to the heritage of its unique town through cultural nods to the local community.  Launched in 2014, there are 35 hotels across the U.S. and U.K. Graduate Hotels is owned by Adventurous Journeys (AJ) Capital Partners, a vertically integrated real estate developer, owner and operator. For more information on Graduate Hotels, please visit

  • Graduate Hotels is an Equal Opportunity Employer.