Guest Service Agent

The Watergate Hotel • Washington, DC

4h

About The Position

The Guest Service Agent will provide front office assistance and service to our guests. S/he will be integral in the delivery of service on a daily basis and support the mission and vision of the Watergate Hotel.

Requirements

• A minimum of 2+ years experience in hotel operations, preferably in a similar position. Luxury hotel experience is strongly preferred.
• Excellent communication skills with fluency in English required.
• Must be computer proficient including MS Office, Word, Excel, PowerPoint, etc. (prior experience with hotel-specific software such as HotSOS, Opera, etc. will be strongly favored).
• Must be able to work a very flexible schedule that may include overnights, early mornings, late nights, weekends and holidays.
• Must be physically able to meet the demands of the position, such as standing/walking for extended periods of time while on shift.
• Must possess superior organizational and multi-tasking skills; must be able to remain flexible and adaptable in a fast-paced environment.
• HS Diploma is required; Bachelor’s Degree in Hospitality or related field is preferred.

Nice To Haves

• Those with multi-lingual abilities will be preferred.

Responsibilities

• Provide exceptional service to our guests with personalized, efficient and friendly check in and check out procedures
• Handle and assist with resolution of all guest issues; communicate with appropriate departments and follow up to ensure complete guest satisfaction
• Possess a high level of expertise on all services and outlet offerings of the hotel, banquet events, groups in house as well as local area attractions, restaurants and cultural events
• Handle cash drawer properly as outlined in The Watergate Hotel cash handling policies
• Demonstrate teamwork by cooperating with and assisting fellow associates as needed
• Address guest preferences recorded in guest history profiles; review profiles and add/edit preferences as needed
• Stay current with developments and procedures in the hotel by attending daily Front Office briefings
• Provide quality service to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience
• Arrange fulfillment of guest services by working with the Concierge, Housekeeping, PBX, Reservations and Room Service associates
• Handle guest’s incoming and outgoing correspondence (i.e., facsimile, voice mail messages, email, postal mail, etc.)
• Communicate clearly with the Night Auditor and Accounting Department
• Establish a good working knowledge of the Accounting Department so as to facilitate guests and Management requests for historical data and reports
• Assist with guest arrival and departure experience by maintaining a constant presence on the front desk and in the lobby
• Close out each shift effectively and correctly, with a high attention to detail; run all reports as directed by Assistant Front Office Managers and Director of Front Office Operations
• Perform any other reasonable projects/duties as required by the Director of Front Office Operations and Assistant Front Office Manager

What This Job Offers

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