Guest Experience Concierge

Viceroy Hotels and Resorts; Washington (District of Columbia); On-site; USD 40,000 - 56,000; Full time

Job summary

Viceroy Washington DC is seeking a Guest Service Agent to provide attentive service at check-in, during the stay, and at checkout. You will maximize occupancy and walk guests through hotel amenities while maintaining the brand's luxury standards.

The role requires standing shifts, excellent communication, and the ability to manage multiple tasks efficiently. Previous hotel or customer service experience is preferred, with a professional appearance and a friendly demeanor.

Qualifications

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Flexible and long hours sometimes required.
• Light work – up to 20 lbs, occasional; up to 10 lbs frequently.
• Ability to stand during entire shift.
• Maintain a warm and friendly demeanor at all times.
• Clear verbal and written communication with all levels of staff and guests.
• Active listening and problem-solving abilities.
• Ability to multitask and prioritize departmental functions.
• Approach all encounters with service orientation.
• Attend meetings and trainings as required.
• Maintain regular attendance per hotel standards.
• Maintain professional appearance and grooming.
• Adhere to hotel standards and regulations.
• Proactive in identifying and solving problems.
• Understand and apply complex information from various sources.
• Cross-train in other hotel areas.
• Maintain confidentiality of information.
• Show initiative in anticipating needs.
• Perform other duties as requested by management.

Responsibilities

• Greet and welcome all guests at the Front Desk per hotel standards.
• Maintain PBX console operations and ensure standards are met.
• Answer guest inquiries about services, facilities and hours.
• Log and deliver packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquiries regarding restaurants, transportation, entertainment, etc.
• Follow cash handling and credit policies.
• Be aware of rates, packages and promotions in the Red Book.
• Be familiar with in-house groups.
• Be aware of closed out and restricted dates.
• Obtain information when taking reservations and quote rates.
• Be familiar with hospitality terminology.
• Knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient manner.
• Use two-way radio etiquette.
• Operate Front Desk computer system.
• Complete shift tasks on checklist timely.
• Perform bucket checks, room rate verifications, housekeeping reports.
• Balance and close shift paperwork per hotel standards.
• Maintain and market promotions and guest programs.
• Keep work area clean.
• Assist guests with safe deposit boxes.

Skills

Customer service

Communication

Multitasking

Hospitality knowledge

Computer skills

Education

High School diploma or equivalent

College coursework in related field helpful

Tools

PBX console

Front Desk computer system

Job description

Viceroy Washington DC is seeking a Guest Service Agent to provide attentive service at check-in, during the stay, and at checkout. You will maximize occupancy and walk guests through hotel amenities while maintaining the brand's luxury standards.

The role requires standing shifts, excellent communication, and the ability to manage multiple tasks efficiently. Previous hotel or customer service experience is preferred, with a professional appearance and a friendly demeanor.