Front Desk Agent

Sage Hospitality Group • Washington, DC

11d • Onsite

About The Position

The Front Desk Agent works directly with guests at Homewood Suites Washington DC, responding to arriving, departing, and in-house guests in a professional and courteous manner by providing accurate and timely information and services. The role helps create a lobby experience that reflects the warmth and practicality expected by DC extended-stay travelers and supports the hotel and Capitol Riverfront community.

Requirements

• High school diploma or equivalent.
• High school graduate-level mathematical aptitude.
• Knowledge of standard cash-handling procedures and computerized cash register systems.
• Experience dealing directly with the public and general knowledge of basic customer service skills.
• Fluency in oral and written English.
• Ability to use tact and understanding when handling a variety of customer service problems, including stressful and highly emotional situations.
• Highly organized, with attention to minute written and verbal details, particularly when performing multiple tasks.
• Ability to read written communications and a monochrome computer screen.
• Ability to operate computer, calculator, and telephone keyboards for cash handling and paperwork processing.
• Ability to understand and follow verbal and written instructions, work on multiple tasks at a time, and communicate verbally and in writing.
• Ability to stand for 90% of the shift; repeated bending and kneeling while filing; reach all hotel areas to assist clients; and occasionally carry and lift files and office items weighing up to 25 pounds.

Responsibilities

• Greet arriving guests and complete established check-in procedures using manual and computerized methods.
• Facilitate guest check-out by following established procedures, closing guest accounts, and opening rooms for the next sale.
• Calculate and post monies, receipts, guest accounts, and other forms of credit using accurate cash-handling methods and established procedures.
• Answer inquiries and accept reservations in person and by telephone, accurately communicate hotel rates and information, and use suggestive selling techniques to increase room sales, occupancy, and revenue.
• Maintain good customer relations by staying informed about in-house and area functions and responding to questions and concerns in a timely, knowledgeable manner.
• Operate PBX equipment to accept incoming calls, assist with outgoing calls, schedule and set wake-up calls, and page guests.
• Control front-desk cash transactions and maintain responsibility for a personal bank as specified by hotel bank agreement policy.
• Maintain a friendly, cheerful, and courteous demeanor.
• Perform other duties as assigned, requested, or deemed necessary by management.

Benefits

• Paid time off, sick time, and holidays.
• Supplemental pay and tips.
• Medical, dental, and vision insurance.
• Health savings and flexible spending accounts.
• Basic life and AD&D insurance.
• Employee Assistance Program.
• Discounts on hotels, restaurants, and other offerings.
• Eligibility to participate in the Employee Referral Bonus Program, with up to $500 per referral.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED