Front Desk/Guest Services Coordinator - The Poppy Georgetown

Description

At TBC Hotels, we create environments that change lives in small ways and large, one good experience at a time—and that starts behind the scenes.

We're currently looking for a Front Desk/Guest Services Coordinator, where you will have the opportunity to create memorable experiences for our guests and contribute to the success of the guesthouse. You will be responsible for providing exceptional guest service by warmly welcoming and attending to guests' needs during their stay. You will create a positive first impression and ensure that the guest experience is seamless, memorable, and in line with the hotel's positioning statement.

Settled on bustling P Street in East Village, The Poppy Georgetown makes it easy for guests to walk around the neighborhood to experience great shopping, Georgetown history, and waterfront views. DuPont Circle, Georgetown University, GW University and The Kennedy Center are all within a 10-minute walk. The Poppy Georgetown is the first luxury boutique inn, positioned in the nation's capital. With 15 individually curated guest rooms and a club-style lounge to unwind from the hustle, The Poppy boasts top traveler rankings on TripAdvisor.

The Poppy, Georgetown Guesthouse offers a unique and exciting opportunity to work in a charming and upscale environment with a friendly and professional team. As a Front Desk/Guest Services Coordinator, you will help create guest experiences that are enjoyable and comfortable all while making guests feel right at home.

What You'll Do:

• Greet guests as they arrive at the guesthouse, provide information about the property and its amenities, and escort them to their rooms.
• Respond to guest requests for information or assistance promptly and accurately, and provide recommendations for local restaurants, attractions, and activities.
• Ensure that all guests receive a personalized experience and are treated with respect and courtesy at all times.
• Handle guest complaints and concerns in a professional and timely manner and escalate issues to the appropriate manager as needed.
• Assist with luggage and transportation arrangements as needed, as well as creating access pins and accommodations for guests.
• Monitor the public spaces to ensure that it is clean and well-maintained and arrange for any cleaning, necessary repairs or maintenance.
• Prepare and serve breakfast in the parlor and ensure that guests have a comfortable and enjoyable dining experience.
• Prepare and serve beverages, including alcoholic in the parlor.
• Restock & refill tea, coffee, refrigerator, fruit basket and snacks for guest.
• At times, will need to be ready and available to clean guest rooms.
• Assist with the coordination and execution of on-site catered events and functions that are not associated with overnight guest stays
• Reach out to departing/departed guests to solicit TripAdvisor reviews.
• Other duties as assigned by management

Requirements

Required Skills/Abilities:

• Strong customer service skills with a genuine passion for hospitality and creating memorable guest experiences.
• Excellent communication and interpersonal skills, with the ability to interact professionally with guests, colleagues, and vendors.
• Problem-solving mindset with the ability to remain calm and professional under pressure.
• Proficiency in using computers and hotel management systems (experience with reservation/PMS systems is a plus).
• Attention to detail to ensure accuracy in guest interactions, service delivery, and record keeping.
• Physical ability to stand for extended periods, lift and carry up to 25 lbs., and assist guests with luggage when necessary.
• Familiarity with POS systems, like MEWS, for room assignments.

Education and Experience:

• High school diploma or equivalent required; some college or hospitality-related coursework preferred.
• Prior experience in front desk, guest services, or a hospitality-related role strongly preferred.
• Formal hospitality training or certifications (e.g., AHLA Front Desk Representative Certification, ServSafe, TIPS Alcohol Certification).
• Experience in food and beverage service (breakfast or bar service) is a plus.
• Knowledge of the Georgetown/Washington, D.C. area or willingness to learn local attractions and dining options to provide personalized guest recommendations.

Preferred Qualifications:

• Bilingual or multilingual abilities, with preference for Spanish, French, or other languages commonly spoken by international travelers.
• Previous experience working in a luxury, boutique, or lifestyle hotel environment.
• Familiarity with TripAdvisor and other online review platforms to support guest engagement and reputation management.
• Knowledge of mixology or wine service for boutique guesthouse bar/lounge service.

JOB TYPE: FULL TIME - Flexibility to work a variety of shifts, including evenings, weekends, and holidays, as needed, is required.

ABOUT TBC HOTELS

Why Join Us?

Over the past 40 years, TBC Hotels has owned, developed, and operated more than 30 hotels throughout the United States. TBC Hotels has a long history of building lasting and meaningful relationships with associates, guests, partners, and the community.

Having the confidence to do the right thing in every transaction, maintaining the values and identity imparted by TBC Hotels, capitalizing on opportunities, and being intentional about our actions are critical to who TBC Hotels is and how we operate.

At TBC Hotels, we don’t just work together—we go the distance for one another and for our guests. If you’re ready to take ownership of your role, make an impact, and be part of a team that truly cares, we want to hear from you.

RELATIONSHIPS, INTEGRITY, LEGACY, ENTREPRENEURIAL SPIRIT, HOSPITALITY

Apply today and let’s get the job done, together.