Guest Experience Agent - Elevate Service & Upsell

B.-F.-Saul-Hospitality-Group-; Sterling (VA); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Health Insurance

Dental & Vision Insurance

Short- & Long-Term Disability

Vacation Policy

Personal and Sick Policy

401(k) Retirement Program

Paid Life Insurance

Tuition Reimbursement

Discounted Room Rates for Team Members

Complimentary Room Stays

Job summary

B. F. Saul Company Hospitality Group is seeking a front desk/guest services professional to anticipate guest needs and provide exceptional service at a Sterling, VA property.

The role handles check-ins/outs, reservations, and requests with a friendly, professional approach, while maintaining brand standards. Requirements include a high school diploma or GED and 1+ years in guest service, preferably in hospitality, with strong verbal communication and attention to detail.

Qualifications

• High school diploma or GED required.
• 1+ years prior guest service experience required preferably in a hospitality setting. Excellent verbal communication skills needed. Attention to detail, customer focused and the ability to perform job duties in a fast paced environment.
• Ability to lift, push and pull up to 75 pounds on an occasional basis. EEO AA M/F/Vet/Disabled

Responsibilities

• Guest Service: Anticipates and responds to guests in a friendly and positive manner. Responsible for providing the highest level of service. Process check-ins and check-outs, verify billing, create reservations, and process special requests. Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services. Works as a team player in meeting guests needs, and actively contributes to the efforts of other departments when necessary. Understands and follows B. F. Saul Company Hospitality Group guest service recovery program.
• Financial Results and Cost Control: Follows proper selling techniques and ensures strategies are utilized to maximize room revenues. Monitors room availability, follows restrictions, and all booking policies and procedures. Drives sales and maximizes revenue by up-selling rooms and amenities. B. F. Saul Company Hospitality Group procedures when handling cash and processing financial transactions. Responsible for proper use of all equipment and adheres to cost controls to reduce expenses and waste.
• Self/Workload Management: Produces required volume of work by planning, organizing and prioritizing work duties. Adheres to B. F. Saul Company Hospitality Group general work rules and department procedures. Attends all required department and hotel meetings.
• Safety/Risk Management: Maintains a clean and safe work area in compliance with B. F. Saul Company Hospitality Group, brand, local, state and federal regulations. Follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents. Knowledgeable of hotel emergency procedures.

Skills

Guest service

Verbal communication

Attention to detail

Team player

Education

High school diploma or GED

Job description

B. F. Saul Company Hospitality Group is seeking a front desk/guest services professional to anticipate guest needs and provide exceptional service at a Sterling, VA property.

The role handles check-ins/outs, reservations, and requests with a friendly, professional approach, while maintaining brand standards. Requirements include a high school diploma or GED and 1+ years in guest service, preferably in hospitality, with strong verbal communication and attention to detail.