Front Desk Agent

Crescent Careers•Washington, DC

13d

About The Position

Front Desk Agents are responsible for the guest registration process and communication of hotel services and promotions. This highly visible role gives an opportunity for casual conversation and has a direct impact on creating the guest experience. Other duties may include processing forms of payment and responding to guest inquiries. You'll be the face, eyes and ears of the VEN and is often the first guest interaction touch point. as a Front Desk Agent. If you have worked at other Hotels as a front desk clerk or you have an interest in hotel clerk jobs, we'd love to hear from you! At the VEN, we believe our guests select the VEN because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. The VEN associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment; if you are ready for this challenge, then we are ready for you.

Requirements

We expect our associates to provide warm, friendly service with a genuine smile and pleasant attitude. Our goal is to make each guest feel like they are a welcomed friend.
We look for team players who are willing to learn and who seek opportunities to grow.
Must have the ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to stand and move throughout front office and continuously perform essential job functions.
Ability to access and accurately input information using a moderately complex computer system.
Ability to observe and detect signs of emergency situations.
Ability to establish and maintain effective working relationships with associates, customers and patrons.
Willing to work on shifts varies between the hours of 7am – 11pm every day of the year, including holidays.
Prior customer service and hospitality experience.

Nice To Haves

Knowledge of LightSpeed and GXP is a PLUS
Marriott experience preferred, but not required.

Responsibilities

Greet customers immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
Promote Crescent and brand marketing programs.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Non-verbally confirm the room number and rate.
Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, traveler’s checks, and other forms of payment.
Convert foreign currency at current posted rates.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear communication.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimiles for customers as requested.
Close guest accounts at time of check out and ascertain satisfaction.
In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgment and discretion.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.