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Guest Service Agent

Posted June 10, 2021

Hilton Garden Inn Washington DC Downtown
Washington, DC
Join our growing company at the HILTON GARDEN INN WASHINGTON DC DOWNTOWN!

About This Job

As the Guest Service Agent of our 300 room hotel, you will play an integral role in the front desk operations, lobby, and guest services departments of our busy downtown hotel. A key focus in 2021 will be to drive overall guest satisfaction, by maintaining company and brand standards to ensure the highest level of professional and efficient service to guests.

Located at 815 14th Street, NW, our hotel is blocks from the White House, US Capitol and Convention Center, and is conveniently located near the McPherson Square Metro. Professionally managed by Urgo Hotels & Resorts, our company offers competitive wages, excellent benefits, and career growth opportunities. To learn more about our hotel visit: 

Job Description: 

Greet and register guests, provide prompt and courteous services, and close out guest accounts upon completion of stay. Assist guests efficiently and courteously in all functions, while projecting high standards of service and professional hospitality at all times.


  • Be readily available/ approachable for all guests.
  • Take proactive approaches when dealing with guest concerns. Follow property specific second effort and recovery plan.
  • Extend professionalism and courtesy to guests at all times.
  • Personal and business conversations among associates should be stopped in order to assist guests.
  • Remain highly visible and be readily available for guests at all times.
  • Demonstrate self-confidence, energy and enthusiasm when interacting with guests.
  • Demonstrate discretion when dealing with confidential guest matters.


  • Properly assign room locations, rate room selling strategies, and guaranteed or requested room types.
  • Have daily knowledge of groups or functions in-house and local current events.
  • Accurately handle future and same day reservations or take walk-in guests.
  • Check-in and check-out guests in a knowledgeable, efficient, and professional manner.
  • Post, correct, or adjust charges to guest account as necessary.
  • Maintain accuracy in cash handling procedures.
  • Perform all shift checklist responsibilities.
  • Familiar with frequently used Standard Operations Procedures.
  • Basic knowledge of how to operate all Front Office equipment. Ability to solve basic equipment problems and/ or who contact for resolution.
  • Support team members to ensure the team’s entire workload is completed daily.
  • Actively identify barriers and attempt to resolve within the team.
  • Nurture team and teamwork concept.

In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, determined by the GM:

  • The hotel operates 7 days a week, 24 hours a day. Schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.
  • Carry out all reasonable requests by leadership team.
  • Comply with department uniform and appearance standards.

Exceptional benefits to include paid vacation, paid holidays, paid time off, medical, dental, vision, company paid short term disability & life insurance, supplemental life, ltd and travel discounts.


About this Employer

Hilton Garden Inn Washington DC Downtown

815 14th Street N.W.
Washington, DC 20005

(202) 783-7800

At A Glance

Welcome to the Hilton Garden Inn Washington DC Downtown hotel, centrally located in the US capital. Our hotel is within walking distance to the White House, the US Capitol, Smithsonian museums and the Washington DC Convention Center. We're also located near the newly opened African American History Museum, as well as the Ronald Reagan Building, Embassy Row and numerous other attractions, government offices and businesses. Our DC hotel is located across the street from the McPherson Square Metro station and is only four miles from Ronald Reagan National Airport.

After a busy day working or sightseeing, retreat to a spacious guest room or suite. All rooms and suites have been recently renovated with modern décor, and boast amenities including complimentary WiFi, an ergonomic desk chair, Garden Sleep System™ bed, refrigerator and microwave. Suites feature a separate seating area with a sofa bed.

  • Downtown Washington DC hotel only blocks from the White House, US Capitol and Convention Center
  • 300 guest rooms and suites; accessible rooms available
  • Grist Mill restaurant and Grist Mill bar and lounge
  • Flexible meeting and event space accommodates up to 155 guests