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  • Guest Service Agent

    Residence Inn Short Pump at the Notch
    Job Description
    JOB DESCRIPTION – Guest Service Agent
    Reports to Front Office Manager, Assistant General Manager and/or General Manager
    Overall Health and Safety Summary – in accordance with the State of Virginia VOSH mandate, each task below has a corresponding Exposure Risk Level as defined by the new Emergency Temporary Standard (ETS) which can be found at www.doli.virginia.gov.
    All Tasks Assigned in the below JOB DESCRIPTION have been given a LOW, MEDIUM, HIGH or VERY HIGH Emergency Temporary Risk (ETS) assessment, as mandated by VOSH, based on 7 main factors: task itself, work environment, # of people in relation to size of area, working distance, duration and frequency of possible exposure, hazards encountered, and possible presence of a virus.
    Your specific hotel BRAND training addresses most VOSH requirements and will be assigned you accordingly Those training modules as well as the specific job tasks below make the whole of your Job Description. Additional training may be assigned as needed or required by either Federal, State, Local, Brand or Company directives.  
    PRIME DIRECTIVE: Guest Satisfaction & Safety, Employee Satisfaction & Safety, and Fiscal Responsibility is the pillar on which a hotel company thrives. Every employee, regardless of his or her position, accepts responsibility for the above 3 pillars.
    • MEDIUM Exposure - Each associate will adhere to a strict code of providing excellent and consistent service through Brand Directed Initiatives.
    • MEDIUM Exposure - Acknowledge and greet ALL guests within 15 feet of you and engage with them within 6 feet of you.
    • MEDIUM Exposure - Be prepared to answer guest questions regarding the hotel, facilities and services. If unable to answer question, seek a co-worker who can.
    • MEDIUM Exposure - Courteously accommodate special request of guests. If unable to accommodate, seek a supervisor who can.
    • MEDIUM Exposure - Coordinate with other departments to fulfill special guest requests.
    • MEDIUM Exposure - Take action to solve guest problems/complaints using appropriate service recovery guidelines
    • LOW Exposure – Complete all BRAND Service Training modules assigned to you.
    • MEDIUM Exposure – Wipe down and sanitize all equipment which you will be using during the course of your shift on a regular basis.
    • MEDIUM Exposure - Know and follow hotel emergency procedures according to Hotel and Brand Standards.
    • MEDIUM Exposure - Practice safe work habits, particularly with regard to lifting techniques and proper handling of cleaning products.
    • MEDIUM EXPOSURE - Locate and understand Material Safety Data Sheets and protocols for accidental chemical spillage or exposure.
    • MEDIUM Exposure - Follow established hotel safety protocols and procedures at all times. Immediately report any safety incident to your Supervisor, the General Manager or the Manager on Duty.
    • MEDIUM Exposure - Follow proper key control procedures for issued keys, or keys left by guests in room/suite.
    • MEDIUM Exposure - Bring all lost and found items to the Executive Housekeeper, Manager on Duty and/or General Manager for secure storage.
    • LOW Exposure - Operate equipment in a correct and safe manner.  Immediately report   malfunctioning equipment to your Supervisor.
    • MEDIUM Exposure - During any Health Emergency (i.e. Covid19 pandemic), all employees are required to wear proper Personal Protective Equipment (PPE) according to Federal, State or Local mandate, Brand standards or hotel policy.
    • MEDIUM Exposure - During any Health Emergency, any associate performing work in the hotel public space will adhere to strict cleaning and social distancing guidelines.
    • LOW Exposure - Use any communication device in which a guest can hear you in a professional manner and at a volume level that is not too loud as to disturb guests or others.
    • MEDIUM Exposure - Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
    • MEDIUM Exposure – Attend, participate and /or facilitate in department or hotel meetings as directed.
    • LOW Exposure – Complete reporting specific to your job description as directed in a timely and accurate way.
    • LOW Exposure - Create and maintain positive, professional working environment with fellow co-workers as well as guests.
    • MEDIUM Exposure - All other reasonable duties and special projects as assigned.
    • LOW Exposure – Participate in ALL training modules assigned with the objective of passing the course as required of the Brand.

    Office Duties
    • MEDIUM Exposure – Attend Daily “stand up” meetings and review important directives for the day as well as ensure proper uniform compliance.
    • MEDIUM Exposure - Handle hotel phone system, transfer calls.  Take messages for guests, as well as hotel staff.
    • LOW Exposure - Follow established yield management procedures maximizing rate and occupancy on a daily basis.
    • LOW Exposure- Assist in the verification, balancing and revenue maximization of hotel’s room/suite availability.
    • MEDIUM Exposure - Take, modify and cancel guest reservations, noting any special requests
    • LOW Exposure - Track and input all sales group bookings, occupancy levels and statistics, corporate statistics, and any other special statistical information as requested.
    • LOW Exposure - Coordinate waitlisted reservations with Sales Department.
    • LOW Exposure – Use the company approved digital communication channel effectively to interact with guests in a professional and timely manner.
    • MEDIUM Exposure - Efficiently check guests in and out of the hotel.  Receive, input, modify and cancel all reservation calls.
    • MEDIUM Exposure - Communicate hotel facilities and services to guests at check in.
    • MEDIUM Exposure - Coordinate with other departments to fulfill special guest requests.
    • MEDIUM Exposure - Listens to, anticipates, and fulfills guest needs.
    • LOW Exposure - Post phone charges, valet charges, and other miscellaneous charges to guest accounts.
    • MEDIUM Exposure - Administer hotel guest payment policies.
    • MEDIUM Exposure - Responsible for shift cash transactions.
    • MEDIUM Exposure - Responsible for maintaining hotel key security system.
    • MEDIUM Exposure - Follow proper key control procedures for issued keys.
    • MEDIUM Exposure - Administer guest safe deposit boxes.
    • MEDIUM Exposure - Remain aware of any and all potential security problems and report appropriately.
    • LOW Exposure - Inform Housekeeping of dirty rooms/suites as they become available.
    • LOW Exposure - Update room status as Housekeeping notifies the Front Desk of changes.
    • LOW Exposure – Reads the communication log daily and follows directives
    • MEDIUM Exposure - Distribute mail and faxes to guest boxes as well as hotel staff.
    • MEDIUM Exposure - Stock and encourage sales in the sundry shop.
    • LOW Exposure - Maintain an inventory of special guest service items, such as cribs, irons, etc.
    • LOW Exposure - Track status of room/suites used for site tours and room/suites in maintenance.
    • LOW Exposure - Notify Housekeeping and Maintenance of any reported problems with rooms/suites or grounds.
    • MEDIUM Exposure - Maintain coffee availability in lobby.
    • MEDIUM Exposure – Periodically complete a lobby sweep and tidy and disinfect as needed.
    • MEDIUM Exposure - Drive defensively and safely when driving the hotel van.  Wear your seat belt at all times.  Use the van only for company business.
    • LOW Exposure - Advise Maintenance of necessary work orders.
    • MEDIUM Exposure - Interact with Sales and Housekeeping personnel to coordinate meeting room set up.
    Brand Knowledge & Adherence
    • LOW Exposure - Passes the Brand initiated Quality Assurance inspections. Provides Corrective Actions for any deficiencies and/or corrective actions.
    • LOW Exposure - Maintains knowledge of product and service quality standards for the Brand.
    • LOW Exposure - Ensures adherence to Brand standards.
    • LOW Exposure – With the direction of the GM, monitors Customer Service scores through Brand Reports, Social Media and 3rd Party Sites. Ensure deficiencies are addressed and corrected.
     Please send inquires and resumes to Brian Sciberras via brian.sciberras3@marriott.com or Ted McCowan via tedmccowan@marriott.com
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