Guest Service Agent - The Willard InterContinental Washington

IHG•Washington, DC

5h•Onsite

About The Position

First impressions count. To get our guests’ memorable experiences off to an unforgettable start, we’re looking for a Guest Service Agent who can make transactions feel seamless, offer exceptional local insights, and anticipate every request to make our guests feel right at home.

Requirements

Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
Your problem-solving skills will turn issues into opportunities, so every guest leaves with great memories
Fluency in the local language
Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math and computer skills

Nice To Haves

Extra language skills

Responsibilities

Answer calls within prescribed time frame, respond to caller in a professional manner and according to established scripts and standards, and promptly route call to its destination.
Respond to in-house guest concerns or complaints in a timely manner. Make appropriate service recovery gestures according to established guidelines.
Provide callers with local directions and general information in a courteous and accurate manner.
May provide wake-up calls to guests rooms if this is not an automated phone system function.
Notify management of any malfunctioning telephone equipment or accessories.
Promote team work and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals.
Act as central communications point during emergency/crisis situations. Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance.
May operate in-house paging system as well as serve as base communications with security and maintenance departments.
Perform other duties as assigned such as recording incoming packages, mail, or faxes and promptly notify guests.