Front Desk Agent Part Time

The Army and Navy Club•Washington, DC

About The Position

The Front Desk Agent assists members and their guests with front office services in an efficient, courteous, and professional manner. The role requires a friendly customer-service attitude and a commitment to exceeding member and guest expectations while demonstrating the Club’s shared spirit of “Serve Those Who Serve.” The agent handles arrivals, departures, reservations, calls, mail, and guest concerns, and coordinates with other departments to support Club operations. The position may include nights, weekends, and holidays, and other duties may be adjusted based on business demands or assigned by a supervisor.

Requirements

High school diploma or GED and one year of related experience or training, or an equivalent combination of education and experience.
Experience in a customer service position.
Fluency in spoken and written English.
Proficiency with Front Desk operations computer systems, including Jonas and Microsoft Office.
Certified in CPR, First Aid, and AED, or willing to obtain these certifications.
Demonstrate creativity, approachability, an outgoing and positive nature, cheerfulness, friendliness, trustworthiness, proactivity, and problem-solving ability.
Meet the physical demands of the position, including standing for up to four hours at a time, regular hand use and reaching, frequent walking, talking and hearing, occasional climbing, balancing, stooping, kneeling and crouching, and occasional lifting or moving of up to 25 pounds.
Move regularly through confined spaces without bumping fixed objects while navigating around people.
Have close, distance, and peripheral vision, depth perception, and the ability to adjust focus.

Nice To Haves

The Club is willing to consider on-the-job training for a candidate with the correct attitude.

Responsibilities

Greet, meet, and register members and guests; assign rooms or direct them to the appropriate Club area; and attend to special requests.
Process check-outs according to member billing policies and procedures, including cash and credit card transactions.
Notify housekeeping about check-outs, late check-outs, early check-ins, and special requests to coordinate room status updates.
Make room reservations according to Front Office procedures and arrange wake-up calls as needed.
Direct members and guests to appropriate venues and events, and remain aware of Club dining, catering, special events, and service offerings.
Notify the appropriate person and follow communication protocols in emergencies or when unacceptable member, guest, or employee activities occur.
Resolve member and guest complaints or concerns, or refer them to the appropriate department.
Follow cash and valuables procedures, including managing safe deposit boxes, accounting for the daily cash bank, and issuing and recording petty cash.
Answer incoming calls within three rings and follow the ANC telephone answering protocol and etiquette.
Follow safety, emergency, and accident-prevention procedures and policies.
Process mail, packages, and messages, and deliver them or notify recipients promptly.
Update Reader Board notifications as needed.
Keep the Front Desk and Main Lobby clean, neat, and safe; protect Club property and keep the workstation free of hazards and clutter.
Maintain familiarity with the Club’s layout, services, amenities, surroundings, attractions, management, governance, facilities, and current publications and announcements.
Maintain a professional uniform and appearance and observe personal sanitation requirements.
Meet attendance requirements, which may include nights, weekends, and holidays.
Perform other duties as assigned or adjusted according to business needs.