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    Front Office Agent - Washington, United States - The Watergate Hotel

    The Watergate Hotel
    The Watergate Hotel Washington, United States

    2 weeks ago

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    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 Front Desk 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 Supervisor

    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.
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