Front Desk Ambassador

3 days ago

Washington, Washington, D.C., United States Hotel Equities Full time
Job Title: Front Desk Ambassador

We are seeking a highly skilled and customer-focused Front Desk Ambassador to join our team at The Quincy Hotel in Washington DC. As a key member of our front office team, you will be responsible for providing exceptional service to our guests, ensuring a seamless and memorable experience.

Job Summary:

The Front Desk Ambassador will be the first point of contact for our guests, responding to their inquiries, resolving issues, and providing information about our hotel and services. You will be responsible for managing the front desk, handling guest check-ins and check-outs, and maintaining accurate records.

Key Responsibilities:
  • Provide exceptional customer service to guests, responding to their inquiries and resolving issues in a timely and professional manner.
  • Manage the front desk, handling guest check-ins and check-outs, and maintaining accurate records.
  • Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
  • Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us.
  • Be friendly, thorough, accurate, and efficient in taking reservations, performing check-ins, and performing check-outs.
  • Assist guests with luggage upon their arrival to and departure from the hotel.
  • Use the guests' names, be knowledgeable and helpful about the local area, the hotel, and hotel services.
  • Handle messages, wake-up calls, mail, and faxes properly.
  • Assist guests' with laundry/dry cleaning needs.
  • Know of incoming VIPs.
  • Follow all applicable Company Standard Operating Procedures.
  • Perform other assignments as directed by the General Manager.
  • Be an enthusiastic, helpful, and positive member of the team.
  • Be professional, responsible, and mature in conduct and behavior.
  • Be understanding of, encouraging to, and friendly with all co-workers.
  • Be self-motivated and use time wisely.
  • Maintain open line of communications with each department.
  • Communicate pertinent information.
  • Respond positively to new ideas.
  • Openly accept critical/developmental feedback.
  • Maintain effective communication through the use of meetings, log books, and bulletins.
  • Be available to help other departments in emergency situations.
  • Adhere to all work rules, procedures, and policies established by the company.
Requirements:
  • High School diploma /Secondary qualification or equivalent.
  • Experience with Marriott, Hilton, IHG, Wyndham, or Hyatt processes and standards.
  • Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
  • Must be able to read and write to facilitate the communication process.
  • Requires good communication skills, both verbal and written.
  • Must possess basic computational ability.
  • Must possess basic computer skills.
  • Extensive knowledge of the hotel, its services, and facilities; General knowledge of the city where hotel is located and its attractions.
Working Conditions:

Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.

Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.

Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

Must be able to lift up to 15 lbs occasionally.

Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.

Talking and hearing occur continuously in the process of communicating with guests, supervisors, and subordinates.

Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

Ability to spend extended lengths of time viewing a computer screen.

Requires manual dexterity to use and operate all necessary equipment.

Must have finger dexterity to be able to operate office equipment.

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