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GUEST SERVICE AGENT

Boar's Head Resort |

Charlottesville, Virginia Job Overview:

Boar's Head Resort is seeking an experienced Guest Service Agent to deliver a polished, personalized luxury experience from arrival through departure. This is not an entry-level front desk role. We are seeking a hospitality professional with full-service hotel or resort front desk experience, hands-on property management system (PMS) experience, and a proven ability to deliver high-touch service. The ideal candidate takes ownership of guest needs, remains composed under pressure, and understands how to go beyond the transaction to create a memorable stay. Experience with Forbes Travel Guide, AAA Four Diamond, or comparable luxury service standards is strongly preferred.

Work Environment:

This is an in-person, guest-facing position at Boar's Head Resort. The Front Office operates seven days a week, including mornings, evenings, weekends, and holidays. The role is fast-paced and highly visible and requires professionalism, discretion, accuracy, flexibility, and a consistent luxury-service presence. What You Will Do

• Welcome guests with a warm, polished, personalized approach consistent with luxury hospitality standards.
• Complete guest check-in and check-out accurately, including reservation verification, room assignments, payment authorization, key issuance, folio review, and departure processing.
• Use the hotel's PMS and related front office systems to manage reservations, room assignments, guest profiles, preferences, notes, folios, deposits, payments, and account adjustments.
• Review arrivals, departures, VIPs, repeat guests, special occasions, packages, and requests in advance to support personalized recognition and preparation.
• Anticipate guest needs and proactively provide assistance, recommendations, directions, resort information, and thoughtful solutions.
• Handle guest concerns with professionalism and urgency, take ownership of service recovery, coordinate solutions, and follow through until resolved.
• Maintain accurate guest profiles and document preferences, requests, service recovery, and follow-up information.
• Provide knowledgeable information about resort accommodations, dining, spa, golf, Sports Club, activities, events, transportation, and local recommendations.
• Coordinate guest requests with Housekeeping, Bell/Door, Reservations, Guest Experience, Engineering, Security, Food & Beverage, Spa, Golf, and other resort departments.
• Process payments accurately, communicate clearly across shifts, protect guest privacy, and maintain a polished professional appearance at all times. What We Are Looking For
• At least one year of recent hotel front desk, guest services, or guest reception experience in a full-service hotel or resort.
• Luxury or upscale hotel/resort experience is required.
• Hands-on PMS experience performing check-in/check-out, room assignment, guest profile maintenance, folio review, and payment processing.
• Demonstrated experience delivering high-level customer service and resolving guest concerns in a calm, professional, solutions-focused manner.
• Strong verbal and written communication skills, professional telephone etiquette, attention to detail, and ability to multitask in a high-volume environment.
• Knowledge of Forbes Travel Guide, AAA Four Diamond, or comparable luxury hospitality standards is strongly preferred.
• Open availability to work mornings, evenings, weekends, and holidays based on business needs.

Physical Requirements Frequent standing and walking are required throughout the shift, along with regular computer and telephone use. The position may require reaching, bending, light lifting, and moving guest-related materials or supplies. Essential functions may be performed with or without reasonable accommodation.

Pay:

$19.00 per hour Application Question(s): 1. Do you have at least one year of recent hotel front desk, guest services, or guest reception experience in a full-service luxury or upscale hotel or resort?

• 2. Do you have hands-on experience using a hotel property management system (PMS) to complete check-in/check-out, room assignments, guest profiles, folios, and payment processing?
• 3. Are you available to work a flexible schedule based on business needs, including mornings, evenings, weekends, and holidays?
• 4. Are you willing and able to provide high-touch luxury guest service, including taking ownership of guest concerns and following service recovery through to resolution?
• 5.

Are you able to stand and walk for extended periods during a shift and perform the essential physical requirements of the position, with or without reasonable accommodation?

Work Location:

In person