Guest Services Agent

General Duties and Responsibilities
•Greet and escort guests promptly to their rooms
•Handle cash drawer properly as outlined in The Hotel cash handling policies
•Check cash float at the beginning and end of each shift to ensure at all times that amounts are correct
•Demonstrate teamwork by cooperating with and assisting colleagues as needed
•Address special guest preferences recorded in guest history profiles
•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 presence on the front desk and in the lobby

•Answer all incoming calls in a friendly and efficient manner.Provide guests with the requested information concerning the city and the hotel and its services.Obtain the necessary information from the guests, enter it into the Opera, HotSOS, Micros and/or Booker.


•Possess the ability to upsell or sell add-ons to guests placing an in-room dining order.


•Maintain a strong knowledge of the hotel’s products and amenities including guestrooms, restaurant menus and spa services.


•Thorough knowledge of the room layout and the property in general. Knowledgeable about the resort and its amenities.


•Monitor standards, performance relative to timing and accuracy with the goal of total guest satisfaction.


•Aware of all amenities to ensure they are set-up and delivered on time.


•Ensure wake up calls are entered and executed correctly.


•Keep work area and clean and organized at all times.

•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


Requirements:


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.

•Previous experience with multi-line phone systems is required; must possess superior telephone demeanor and be a positive brand ambassador for The Watergate Hotel at all times.

•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.

General Duties and Responsibilities
•Greet and escort guests promptly to their rooms
•Handle cash drawer properly as outlined in The Hotel cash handling policies
•Check cash float at the beginning and end of each shift to ensure at all times that amounts are correct
•Demonstrate teamwork by cooperating with and assisting colleagues as needed
•Address special guest preferences recorded in guest history profiles
•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 presence on the front desk and in the lobby

•Answer all incoming calls in a friendly and efficient manner.Provide guests with the requested information concerning the city and the hotel and its services.Obtain the necessary information from the guests, enter it into the Opera, HotSOS, Micros and/or Booker.


•Possess the ability to upsell or sell add-ons to guests placing an in-room dining order.


•Maintain a strong knowledge of the hotel’s products and amenities including guestrooms, restaurant menus and spa services.


•Thorough knowledge of the room layout and the property in general. Knowledgeable about the resort and its amenities.


•Monitor standards, performance relative to timing and accuracy with the goal of total guest satisfaction.


•Aware of all amenities to ensure they are set-up and delivered on time.


•Ensure wake up calls are entered and executed correctly.


•Keep work area and clean and organized at all times.

•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


Requirements:


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.

•Previous experience with multi-line phone systems is required; must possess superior telephone demeanor and be a positive brand ambassador for The Watergate Hotel at all times.

•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.