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Guest Service Representative

Posted April 29, 2021

Graduate Richmond
Richmond, VA

About This Job

Graduate Hotels®, is seeking a Guest Service Representativeto join Graduate Richmondand its wonderful team of hospitality enthusiasts.

Graduate Hotels creates authentic, playful spaces that connect a community’s travelers, students, and locals. Through thoughtfully curated design, creative F&B and community-focused events, we create hotels worthy of their hometown.

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.


  • 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


  • Prior Customer Service Experience  
  • High School Diploma/GED


  • 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 currently 28 hotels across the U.S. and an additional seven hotels set to open by the end of 2021. 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. 


About this Employer

Graduate Richmond

301 West Franklin Street
Richmond, VA 23220

(413) 821-3323

204 Room Hotel

Managed By

Our Hotel

Graduate  is more than just a place to lay your head. While you’re with us, sip on an espresso at Brookfield, grab a drink at our rooftop bar, Byrd House, and make a splash in our outdoor pool. We’re the perfect spot for Rams– and their dogs! Pets stay free at Graduate Hotels.

We’re conveniently located near Virginia Commonwealth University in Richmond, a hop from the airport and knee deep in the 400-year-old history of America’s legends and lore.

From our mod-meets-preppy indoor event space to our chic and easy rooftop bar & pool, we offer the perfect celebratory spot for all meetings and festivities. Whether you’re hosting a corporate luncheon or birthday bash, we have spaces which accommodate small-to-large groups.