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Front Desk Agent

3 months ago

Alexandria, United States Dimension Development Full time

**Company**:
Dimension Hospitality

Dimension is a growth-oriented and quality-driven hospitality company filled with ambitious, talented people. Our work is guided by a strong sense of loyalty to our associates, guests and owners. And we believe that superior guest experiences are the key to superior results.

We develop, acquire and manage successful full-service, all-suite, and focus service hotels. Our philosophy is geared toward long-term management of these assets. So we closely monitor all aspects of property performance, product quality and service excellence. This translates into higher levels of guest satisfaction, product quality, and financial results. Just as importantly, we strive to be a responsible corporate citizen, a good neighbor that gives back to our host communities, and a great employer to our loyal and hard-working associates.

**Job Overview**:
We are seeking a reliable and customer-oriented Front Desk Agent to join our team. As a Front Desk Agent, you will be the first point of contact for our guests, providing exceptional service and ensuring a positive experience during their stay. This position requires excellent communication skills, attention to detail, and the ability to handle various tasks simultaneously.

**Reports To**:
Front Office Manager

**Employee Incentives**:
Name Mention Incentive - $10 to $20 per name mention on all review sites

Hilton Honors Enrollments Incentive - $2 per enrollment, monthly payout

Employee Referral Incentive - Up to $500 for each referral

**Responsibilities**:

- Greet and welcome all guests approaching the Front Desk.
- Follow the standards listed below:

- Must use guest name
- Must show genuine interest
- Must demonstrate anticipatory service
- Must close interactions appropriately
- Must smile and maintain engaging expression
- Maintain proper operation of the computer and telephone console and ensure that all hotel standards are met (if applicable).
- Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
- Review Front Office log and Trace File daily.
- Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
- Follow all cash handling and credit policies as per Highgate standards and PCI compliance.
- Be aware of all rates, packages and special promotions.
- Be familiar with all in-house groups.
- Be aware of closed out and restricted dates.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Be familiar with hospitality terminology and usage of hospitality language.
- Have knowledge of emergency procedures and assist as needed.
- Handle check-ins and checkouts in a friendly, efficient and courteous manner.
- Use proper two-way radio etiquette at all times when communicating with other employees.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
- Be able to complete credit check, room rate verification report, and housekeeping report.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
- Maintain and market promotions and room upselling programs.
- Maintain a clean work area.
- Assist guests with safe deposit boxes.
- Complete daily shift checklist.
- **Job Requirements/Qualifications**:
Previous experience in hotel or hospitality industry preferred
Excellent verbal and written communication skills
Proficient in using phone systems and computer software (e.g., reservation systems)
Strong customer service skills with a friendly and professional demeanor
Ability to multitask and prioritize tasks effectively in a fast-paced environment
Knowledge of hotel management systems is a plus
- Customer Services experience preferred.
- Flexible and long hours sometimes required.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.

Pay: $19.00 - $21.00 per hour

Expected hours: 35 - 40 per week

**Benefits**:

- 401(k)
- Dental insurance
- Employee discount
- Flexible schedule
- Free parking
- Health insurance
- Paid time off
- Referral program
- Vision insurance

Schedule:

- 8 hour shift
- Evening shift
- Every weekend
- Night shift

Work setting:

- In-person

**Experience**:

- Hotel experience: 1 year (required)

Shift availability:

- Night Shift (required)
- Day Shift (required)

Ability to Commute:

- Alexandria, VA 22303 (required)

Work Location: In person