Mission Control Agent - DC

Yotel•Washington, DC

1d•Onsite

About The Position

The Mission Control Agent is responsible for creating a welcoming first impression and second arrival experience for all guests staying at or coming to the hotel. Additionally, they will assist guests in answering questions about the hotel, local area, attractions and events and provide recommendations and directions. The Mission Control Agent reports directly to the Senior Mission Control Manager on duty.

Requirements

Minimum 3 years of customer service experience in upscale hotel environment.
Knowledge of and ability to operate personal computers and various property specific applications.
Ability to read and speak English fluently.
Ability to perform under pressure.
Ability to stand for long periods of time and walk moderate distances.
Medium work Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Nice To Haves

Second or multiple languages are a plus.

Responsibilities

Manage the Mission Control desk in all areas of responsibility while always maintaining a positive attitude.
Greet and acknowledge all guests in a warm and friendly manner while remaining calm with demanding guests.
Execute guest cabin moves as needed and communicate such to Cabin Crew managers.
Post charges from retail into the OPERA system and obtain payment from the guest.
Learn the Hotel night audit systems and perform respective duties when scheduled to work the night audit shift.
Solicit and communicate guest feedback for continuous improvement.
Own customer complaints and issues and empower oneself to seek immediate resolve.
Ensure timely follow up on matters involving other departments and communicate back to guests.
Demonstrate self-confidence, energy, and enthusiasm always.
Always extend professionalism and courtesy to crew members and customers.
Attend pre-shift meetings and be current on all in-house events and citywide attractions.
Attend Mission Control monthly department meetings.
Perform tasks as assigned by the Director of Rooms and Senior Mission Control Managers.
Provide and assist guests with general services and information that enhances the YOTEL guest experience.
Maintain current listings of area attractions, activities, and transportation timetables.
Maintain current YOTEL information including Food and Beverage hours of operation and upcoming events.
Ensure thorough knowledge of safety and emergency procedures.
Maintain absolute cleanliness and ordinance of all areas and displays at Mission Control.
Ensure cash transactions are in full compliance with standard operating procedures and exercise great care in each instance.
Lead and cover the shift in the absence of Senior Mission Control Managers ensuring YOTEL DC's standards.
Flexible schedule allowing for the ability to work all shifts including mornings, evenings, overnights, holidays, and weekends.