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Front Office Agent

4 months ago

Washington, United States The Watergate Hotel Full time
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.