Front Desk Agent

Crescent Hotels & Resorts; Washington (District of Columbia); On-site; USD 35,000 - 55,000; Full time

Job summary

Join a vibrant team at a leading hospitality firm where your guest service skills can shine! As a Front Desk Agent, you will be the first point of contact for guests, responsible for creating memorable experiences. This role offers a unique opportunity to engage with guests, manage their check-in and check-out processes, and handle inquiries with professionalism. The company values growth and development, providing excellent training and a supportive work environment. If you thrive in a dynamic setting and are passionate about hospitality, this position is perfect for you.

Benefits

Health and Wellness Programs

Learning and Development Opportunities

Travel Discounts

Qualifications

• Prior customer service and hospitality experience required.
• Knowledge of LightSpeed and GXP is a plus.

Responsibilities

• Greet customers warmly and assist with registration.
• Process payments and handle guest inquiries efficiently.
• Address guest complaints and ensure satisfaction.

Skills

Customer Service

Communication Skills

Organization Skills

Conflict Resolution

Teamwork

Education

High School Diploma

Customer Service Training

Tools

LightSpeed

GXP

Job description

Are you a guest service champion? Do you have astonishing communication, organization, and follow-up skills? Are you the first one to respond to guests and customers' questions and concerns with confidence? Are you comfortable overseeing policies and procedures? Are you a mentor to professional peers? Do you love being a part of DC's history and representing a local specialty? Are you a continual learner with a thirst for excellence? Are you looking for a company whose Core Values support growth and development? If you answered "yes," this might be the position for you!

Why us?

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be part of something great. We encourage you to bring your authentic self to work every day; we celebrate your individuality and support you as you excel in your career. Our offerings include health and wellness programs, top-notch learning and development opportunities, and travel discounts to satisfy your adventurous spirit. We are committed to creating a workplace that meets your needs. We are excited for you to start your journey with us, where You Belong, We Care, and Shine Bright.

What will I be doing?

Front Desk Agents are responsible for the guest registration process and communication of hotel services and promotions. This highly visible role provides an opportunity for casual conversation and has a direct impact on creating the guest experience. Other duties include processing payments and responding to guest inquiries. You'll be the face, eyes, and ears of the VEN and often the first guest interaction point. If you have worked at other hotels as a front desk clerk or are interested in hotel clerk jobs, we'd love to hear from you!

At the VEN, we believe our guests choose us because of our caring and attentive associates who focus on providing efficient service and meaningful experiences.

The VEN associates work in an environment that demands exceptional performance but offers great rewards, including career opportunities, job enrichment, and a supportive work environment. If you're ready for this challenge, we are ready for you.

What will I be doing?

• 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 guest details, and promoting Crescent and brand marketing programs. Make appropriate room selections based on guest needs, code electronic keys, and provide welcome folders with room keys, certificates, coupons, and refreshment center keys as appropriate.
• Verify and imprint credit cards for authorization, handle cash, make change, and balance the house bank. Accept and record vouchers, traveler's checks, and other payments. Convert foreign currency at current rates. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone with a positive and clear communication style. Input messages into the computer, retrieve messages, and communicate their content to guests. Retrieve mail, small packages, and facsimiles as requested.
• Close guest accounts at checkout, ascertain satisfaction, and negotiate compromises if necessary, including revenue allowances.
• Address guest complaints by conducting thorough research and developing effective solutions. Remain calm and alert during emergencies and busy hotel periods, using experienced judgment and discretion.
• Comply with attendance rules and be available to work on a regular basis.
• Perform other job-related duties as assigned.

What are we looking for?

We believe success in this role will be demonstrated through:

• Providing warm, friendly service with a genuine smile and pleasant attitude.
• Making each guest feel welcomed like a friend.
• Being a team player willing to learn and grow.
• Dealing effectively with customers, requiring patience, tact, and diplomacy to resolve conflicts.
• Standing and moving throughout the front office, inputting information accurately, and observing emergency signs.
• Establishing and maintaining effective relationships with colleagues and guests.

Minimum qualifications:

• Willingness to work shifts between 7am - 11pm daily, including holidays.
• Prior customer service and hospitality experience.
• Knowledge of LightSpeed and GXP is a plus.
• Marriott experience is preferred but not required.

Performance standards include:

Customer Satisfaction: Maintaining professional and courteous interactions to ensure positive guest experiences. Every associate acts as a guest relations ambassador.

Work Habits: Meeting and exceeding standards for procedures, dress, grooming, punctuality, and attendance. Being adaptable and proactive in learning and problem-solving.

Safety & Security: Adhering to policies regarding key control, chemical use, and safety hazard reporting to ensure the safety of guests and staff.

What’s it like working for us?

We celebrate diversity and are committed to creating an inclusive environment that encourages open conversations about race, equity, and inclusion. We believe in our people and aim to strengthen our culture and community through education, recruitment, and promotion of diverse talent.

Note: This description excludes non-essential functions and may be updated in accordance with union negotiations. Other duties may be assigned as needed.