Guest Service Agent

Job Description

Job Description

 

The Hotel

Step inside a legendary revival at The Watergate Hotel, a luxurious urban resort located along the banks of the Potomac River. Here modern design blends with a storied past to redefine luxury. A place where travel and business are occasions worth celebrating, attention to every detail is the standard, and intrigue can be found just beyond every curve.

 

Location

The Watergate Hotel is centrally located in Washington, D.C., a city of political power, prestige, and elegance is culturally rich with theaters, museums, architectural splendors and unforgettable national memorials. The Watergate Hotel is situated within walking distance of the best the city has to offer.

 

Strategic Intent

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.

 

Organizational Structure

REPORTS TO : Front Office Manager

 

General Duties and 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

 

Experience and 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.
• Those with multi-lingual abilities will be preferred.
• HS Diploma is required; Bachelor’s Degree in Hospitality or related field is preferred.