Front Desk Agent - FT

Driftwood Hospitality Management; Falls Church (VA); On-site; USD 30,000 - 52,000; Full time

Benefits offered by this job

401(k)

Disability insurance

Employee assistance program

Health insurance

Life insurance

Paid time off

Room Discounts

Employee Food and Beverage Discounts

Job summary

Driftwood Hospitality Management is seeking a Front Desk/Guest Services team member at our Falls Church, VA property. This role focuses on greeting guests, registering arrivals, and ensuring a smooth checkout experience that meets the hotel's quality standards.

You will input guest information, manage payments, and provide information on local attractions. A friendly, proactive attitude and strong communication are essential for delivering exceptional service.

Qualifications

• High school diploma or equivalent preferred.
• Prior hospitality experience preferred but not required.
• Strong math and calculator skills for handling charges and payments.

Responsibilities

• Greet guests with a friendly, professional welcome.
• Assist guests with check-in and check-out using hotel computer systems.
• Input guest information, reservations, and room rates accurately.
• Communicate outlet hours and local attractions to guests.
• Handle payments, vouchers, and incidentals with accuracy.
• Resolve guest questions and issues promptly following policy.

Skills

Customer service

English proficiency

Communication

Teamwork

Problem solving

Education

High school diploma

Job description

Job Details

Job Location: 545 - Tysons Corner Westin - Falls Church, VA 22043

Position Type: Full Time

Company Culture

Driftwood Hospitality Management's company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services - all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

Job Summary

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet hotel's high standards of quality.

Essential Job Functions

• Greet customers immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to 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.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys, certificates, and coupons as appropriate.
• Requires continual standing and movement throughout front office areas.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash; make change and balance as assigned house bank.
• Accept and record vouchers, traveler's checks, and other forms of payment.
• Perform accurate, moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English 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 the time of check out and ensure guest's satisfaction.
• In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
• Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and 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.
• Keep the corridors and service area neat at all times.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Knows department fire prevention and emergency procedures.
• Utilizes protective equipment.
• Reports unsafe conditions to supervisor/manager.
• Reports accidents, injuries, near-misses, property damage or loss to supervisor.
• Provides for a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by supervisor/manager.

Qualifications

ANY combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

Prior hospitality experience preferred, but not required.

Considerable skill in the use of a calculator and 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 help resolve conflicts.

Ability to read, listens, and communicate effectively in English, both verbally and in writing.

Ability to access and accurately input information using a moderately complex computer system.

Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

• Ability to stand and move throughout front office and continuously performs essential job functions.
• Stand 95% of shift
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace.

We are an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.