Front Desk Agent

Job Description

Job Description

Are you a guest service champion? Do you have astonishing communication, organization, and follow-up skills? Are you the first one to respond to guests and customers’ questions and concerns with confidence? Are you comfortable overseeing policies and procedures? Are you a mentor to professional peers? Do you love being a part of DC's history and representing a local specialty? Are you a continual learner with a thirst for excellence? Are you looking for a company whose Core Values support growth and development? If you answered "yes", this might be the position for you!

Why us?

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be part of something great. We encourage you to bring your authentic self to work every day; we celebrate your individuality and support you as you excel in your career. Our offerings include health and wellness programs, top-notch learning and development opportunities, and travel discounts to satisfy your adventurous spirit. We are committed to creating a workplace that meets your needs. We are excited for you to start your journey with us, where You Belong, We Care, and Shine Bright.

What will I be doing?

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.

What will I be doing?

• 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.

What are we looking for?

We believe the success in this role will demonstrate itself through the following attributes and skills:

• 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.

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

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

PERFORMANCE STANDARD:

Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

What’s it like working for us?

At the VEN, our differences are what make us great. That's why we are dedicated to creating an environment that encourages open conversations about diversity, race, equity and inclusion. We stand out because we believe in our people. Through education, recruiting and promoting diverse talent, we can strengthen our culture and community.

NOTE :

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this is a unionized position. Changes in description is subject to bargain with the union representative.