Front Desk Agent

The Madison Hotel D.C; Washington (District of Columbia); On-site; USD 38,572 - 39,950; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Vacation time

Job summary

The Madison Hotel D.C is looking for a front desk associate responsible for assisting guests during their arrival and departure, ensuring a positive experience. Key duties include greeting customers, processing registrations, and addressing complaints.

Qualifications include hotel experience, effective communication skills, and the ability to handle cash transactions. Compensation ranges from $28.00 to $29.00 per hour, along with comprehensive benefits such as medical and dental insurance, 401(k) matching, and paid time off.

Qualifications

• Ability to effectively deal with customers requiring high levels of patience and tact.
• Ability to accurately input information using a moderately complex computer system.
• Ability to stand and move throughout the front office.

Responsibilities

• Greet customers immediately with a friendly welcome.
• Complete the registration process including confirming guest information.
• Field guest complaints and negotiate effective solutions.
• Handle cash, make change, and balance an assigned house bank.

Skills

Hotel experience

Customer service skills

Mathematical calculations

Effective communication

Conflict resolution

Job description

Overview

Assist guests with arrival and departure from hotel, while providing positive guests experiences.

Essential Duties and Responsibilities

• Greet customers immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Promote HEI Hotels and Resorts and brand marketing programs.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys.
• Non-verbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, traveler’s checks, and other forms of payment.
• Convert foreign currency at current posted rates.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication.
• Input messages into the computer.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction.
• In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Qualifications

• Hotel experience preferred.
• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to stand and move throughout front office and continuously perform essential job functions with or without reasonable accommodation.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to observe and detect signs of emergency situations.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Compensation and Benefits

Salary Range: $28.00 - $29.00 hourly. No hourly tipped/service charge or discretionary performance bonus. Benefits include competitive medical, dental and vision insurance through Anthem Blue Cross Blue Shield and EyeMed; vacation, sick and holiday programs; pet insurance through ASPCA; supplemental, spousal and child life insurance; short- and long-term disability; 401(k) savings plan with matching funds; and various discounts.

EEO Statement

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.