Guest Service Agent

At Danville Hotel Collection, Guest Service Agents are much more than front desk associates—they are the first and last impression of our hotels. This role is responsible for creating exceptional guest experiences through genuine hospitality, attention to detail, and a willingness to do whatever it takes to ensure every guest feels welcomed and cared for.

Guest Service Agents serve as ambassadors for The Bee Hotel, The Holbrook Hotel, and The Laurel Hotel while working collaboratively with every department to deliver seamless service. This is a hands-on position that requires professionalism, adaptability, and a team-first mentality.

• Welcome every guest with warmth, professionalism, and genuine hospitality.

• Efficiently complete guest check-ins and check-outs while maintaining accuracy.

• Answer questions about the hotels, Danville attractions, restaurants, events, and local experiences.

• Resolve guest concerns promptly and professionally, escalating issues when appropriate.

• Anticipate guest needs and identify opportunities to create memorable experiences.

• Maintain a polished, organized, and inviting front desk environment.

• Process reservations, modifications, cancellations, and payments accurately.

• Maintain complete knowledge of room types, amenities, packages, promotions, and hotel policies.

• Balance payments, complete daily reports, and perform other related tasks as assigned.

• Communicate important guest information and operational updates during shift transitions.

• Respond to phone calls, emails, and guest requests promptly and professionally.

• Support housekeeping, maintenance, food & beverage, and sales teams as needed to ensure an exceptional guest experience.

• Assist at any Danville Hotel Collection property when business needs require.

• Maintain clear communication with leadership and fellow team members.

• Participate in training and continuously develop hospitality knowledge and service skills.

• Follow all hotel safety, security, and emergency procedures.

• Protect guest privacy and confidential information.

• Report maintenance, cleanliness, or safety concerns immediately.

• Maintain awareness of hotel activity and respond appropriately to unusual situations.

• Previous customer service or hospitality experience preferred.

• Hotel front desk experience is a plus but not required.

• Excellent communication and interpersonal skills.

• Professional appearance and positive, hospitable attitude.

• Strong organizational skills and attention to detail.

• Comfortable learning hotel technology and property management systems.

• Ability to multitask and remain calm in a fast-paced environment.

• Dependable, punctual, and flexible with scheduling.

• Ability to stand and walk for up to 8 hours per day. 

• Ability to lift up to 50 pounds, including carrying luggage/packages up stairwells. 

• Ability to bend, reach, and perform routine front desk duties.

• Must be able to work evenings, weekends, and holidays as business demands.

We hire people who genuinely enjoy taking care of others. The ideal Guest Service Agent is friendly, kind, dependable, solutions-oriented, and thrives in a team environment. They understand that boutique hospitality is about creating personal connections and memorable experiences—not simply completing transactions.

Danville Hotel Collection proudly operates three distinctive boutique hotels—The Bee Hotel, The Holbrook Hotel, and The Laurel Hotel. We are committed to providing genuine hospitality while investing in our people through training, internal promotion opportunities, and a culture built on teamwork, accountability, and service excellence.

This position may occasionally assist at any Danville Hotel Collection property and perform other duties as assigned to support the overall success of the organization.