Guest Experience Concierge

DoubleTree by Hilton Washington Dulles Airport; Herndon (VA); On-site; USD 34,000 - 48,000; Full time

Job summary

The DoubleTree by Hilton Washington Dulles Airport is seeking a friendly Front Desk Guest Service Agent to greet guests, check them in, verify rates and departure dates, and ensure accurate registration.

You will answer questions, resolve issues, process charges, and coordinate with other departments to maintain guest satisfaction.

This role also involves upselling rooms and hotel services, handling mail and packages, and following safety and cash-handling procedures.

Responsibilities

• Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process as per hotel procedures.
• Check departing guests out of the hotel as per hotel procedures.
• Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
• Resolve guest problems and complaints.
• Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
• Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
• Post charges to individual room or master account.
• Complete tasks on daily checklist.
• Communicate with other hotel departments to maintain a high level of guest satisfaction.
• Adhere to guest safe deposit box procedures.
• Adhere to policies regarding handling of employee’s cash bank.
• Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
• Sell Honors Program to guests.
• Process mail, messages, faxes and packages.
• Assist with Guest Service as needed.
• Responsible for knowledge of groups and functions in the Hotel on a daily basis.
• Notify management of any pertinent information related to shift activities.
• Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
• Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
• Be a Team Player and encourage the teamwork attitude among staff.
• Attends department and inter-departmental meetings.
• Notify management of any pertinent information related to shift activities.
• Be knowledgeable in all hotel emergency procedures.
• Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.
• Ensures total guest satisfaction.
• Follow supervisor’s instructions and performs other duties as directed or assigned.

Job description

The DoubleTree by Hilton Washington Dulles Airport is seeking a friendly Front Desk Guest Service Agent to greet guests, check them in, verify rates and departure dates, and ensure accurate registration.

You will answer questions, resolve issues, process charges, and coordinate with other departments to maintain guest satisfaction.

This role also involves upselling rooms and hotel services, handling mail and packages, and following safety and cash-handling procedures.