Front Office Agent

Hamilton Hotel Washington, D.C.; Washington (District of Columbia); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Paid parental leave

Health insurance

Dental insurance

Vision insurance

Vacation, sick and holiday pay

Company basic life insurance

Company‑paid accidental death & disMEM

Company‑paid short‑term disability

Company‑paid long‑term disability

401(k) retirement plan

Job summary

Hamilton Hotel Washington, D.C. is seeking a Guest Services Agent to greet and register guests and handle check-outs, delivering outstanding service and contributing to profitability.

You will use Hilton systems, assist with inquiries, upsell hotel services, and coordinate with the team to ensure smooth arrivals and departures. Flexibility in schedule and physical requirements apply.

Qualifications

• High school diploma or equivalent.
• Customer service experience required, preferably in hospitality.
• Hilton systems experience preferred.
• Ability to speak, read, and write fluent English; other languages beneficial.
• Standing for long periods of time required.
• Carrying, lifting, or pulling items weighing up to 50 pounds.
• Will be required to work a flexible schedule including mornings, evenings, weekends, and holidays.

Responsibilities

• Greet guests and complete the registration process, including 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 guests know the location of their room or have a bell person accompany them.
• Assist guests with check-out, 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 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 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.

Skills

Customer service

Hospitality

Communication skills

Fluent English

Education

High school diploma or equivalent

Tools

Hilton systems

Job description

Job Description

A Guest Services Agent is 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.

What will I be doing?

As a Guest Services Agent, you will 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 will perform the following tasks to the highest standards:

• Greet guests and complete the registration process, including 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 guests know the location of their room or have a bell person accompany them.
• Assist guests with check‑out, 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 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 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.

Qualifications and Requirements

• High school diploma or equivalent.
• Customer service experience required, preferably in hospitality.
• Hilton systems experience preferred.
• Ability to speak, read, and write fluent English; other languages beneficial.
• Standing for long periods of time required.
• Carrying, lifting, or pulling items weighing up to 50 pounds.
• Will be required to work a flexible schedule including mornings, evenings, weekends, and holidays.

Benefits

• Paid parental leave
• Health insurance
• Dental insurance
• Vision insurance
• Vacation, sick and holiday pay
• Company basic life insurance
• Company‑paid accidental death & dismemberment
• Company‑paid short‑term disability
• Company‑paid long‑term disability
• 401(k) retirement plan

Equal Opportunity Employment

We are an equal opportunity employer. Minorities, females, veterans, people with disabilities, gender identity, and sexual orientation are encouraged to apply.

Pre‑employment background assessment required.