Front Desk Agent

The Crescent Hotels Group; Bethesda (MD); On-site; USD 30,000 - 40,000; Full time

Job summary

The Crescent Hotels Group is seeking a motivated Guest Services Agent to provide exceptional service to our guests in Bethesda, Maryland. In this role, you will greet guests, handle registrations and check-outs, and ensure every guest's stay is memorable by answering inquiries and resolving issues.

The ideal candidate has at least two years of customer service experience, with preferred hotel experience. This position offers a dynamic working environment with flexible shifts, including weekends and holidays.

Qualifications

• 2 years of customer service experience required.
• Previous hotel experience preferred.

Responsibilities

• Greet and register guests, handling check-outs efficiently.
• Use up-selling techniques to promote hotel services.
• Address guest inquiries and resolve complaints promptly.

Skills

Customer Service

Hotel operations knowledge

Conflict resolution

Upselling techniques

Job description

Description

We are looking for Customer Service minded Guest Services Agent who would greet and register guests with a smile and check guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

What will I be doing?

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Open to working all shifts, weekends and holidays.
• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her.
• Required to enroll guest into Brand Reward program.
• Assist guests with check‑out including, but not limited to, ensuring rooms and services are correctly accounted, using the point‑of‑sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
• Use up‑selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.
• Receive, input, retrieve and relay messages to guests.

NOTE: This description excludes non‑essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all‑inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job‑related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Qualifications

Hotel experience

Experience

• Preferred

  2 years:

  Hotel experience

• Required

  2 years:

  Customer Service

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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