Guest Service Agent

The Watergate Hotel; Washington (District of Columbia); On-site; USD 32,000 - 46,000; Full time

Job summary

The Watergate Hotel in Washington, DC, invites a Guest Service Agent to join our front office team. You will greet guests, check in/out, and deliver personalized service, leveraging deep local knowledge and brand standards to create a memorable stay.

The ideal candidate has at least 2 years in hotel operations, strong English communication, and proficiency with hotel software. Flexibility for varied shifts and a collaborative spirit are essential.

Qualifications

• A minimum of 2+ years experience in hotel operations, preferably in a similar position.
• Excellent communication skills and fluency in English.
• Proficient with MS Office and hotel software (HotSOS, Opera).
• Flexibility to work overnights, early mornings, late nights, weekends and holidays.
• Bachelor’s Degree in Hospitality or related field preferred.

Responsibilities

• Provide exceptional front desk service with check-in/out.
• Resolve guest issues and coordinate with departments to ensure satisfaction.
• Know hotel services, events, and local attractions for guest guidance.
• Manage cash drawer per policies.
• Support teamwork and maintain guest preference records.
• Attend daily Front Office briefings and stay informed.
• Respond promptly and courteously to guest requests.
• Coordinate with Concierge, Housekeeping, PBX, Reservations.
• Handle guest correspondence (fax, voicemail, email, mail).
• Communicate with Night Auditor and Accounting about guest data and reports.
• Assist with arrival/departure experience at the front desk and lobby.
• Close shifts with attention to detail and run required reports.
• Perform other duties as required by Front Office leadership.

Skills

Communication

English proficiency

Customer service

Flexibility

Education

HS Diploma

Bachelor’s Degree (preferred)

Tools

HotSOS

Opera

MS Office

Job description

The Hotel

Step inside a legendary revival at The Watergate Hotel, a luxurious urban resort located along the banks of the Potomac River. Here modern design blends with a storied past to redefine luxury. A place where travel and business are occasions worth celebrating, attention to every detail is the standard, and intrigue can be found just beyond every curve.

The Hotel

Step inside a legendary revival at The Watergate Hotel, a luxurious urban resort located along the banks of the Potomac River. Here modern design blends with a storied past to redefine luxury. A place where travel and business are occasions worth celebrating, attention to every detail is the standard, and intrigue can be found just beyond every curve.

Location

The Watergate Hotel is centrally located in Washington, D.C., a city of political power, prestige, and elegance is culturally rich with theaters, museums, architectural splendors and unforgettable national memorials. The Watergate Hotel is situated within walking distance of the best the city has to offer.

Strategic Intent

The Guest Service Agent will provide front office assistance and service to our guests. S/he will be integral in the delivery of service on a daily basis and support the mission and vision of the Watergate Hotel.

Organizational Structure

REPORTS TO : Front Office Manager

General Duties And Responsibilities

• Provide exceptional service to our guests with personalized, efficient and friendly check in and check out procedures
• Handle and assist with resolution of all guest issues; communicate with appropriate departments and follow up to ensure complete guest satisfaction
• Possess a high level of expertise on all services and outlet offerings of the hotel, banquet events, groups in house as well as local area attractions, restaurants and cultural events
• Handle cash drawer properly as outlined in The Watergate Hotel cash handling policies
• Demonstrate teamwork by cooperating with and assisting fellow associates as needed
• Address guest preferences recorded in guest history profiles; review profiles and add/edit preferences as needed
• Stay current with developments and procedures in the hotel by attending daily Front Office briefings
• Provide quality service to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience
• Arrange fulfillment of guest services by working with the Concierge, Housekeeping, PBX, Reservations and Room Service associates
• Handle guest’s incoming and outgoing correspondence (i.e., facsimile, voice mail messages, email, postal mail, etc.)
• Communicate clearly with the Night Auditor and Accounting Department
• Establish a good working knowledge of the Accounting Department so as to facilitate guests and Management requests for historical data and reports
• Assist with guest arrival and departure experience by maintaining a constant presence on the front desk and in the lobby
• Close out each shift effectively and correctly, with a high attention to detail; run all reports as directed by Assistant Front Office Managers and Director of Front Office Operations
• Perform any other reasonable projects/duties as required by the Director of Front Office Operations and Assistant Front Office Manager

Experience And Requirements

• A minimum of 2+ years experience in hotel operations, preferably in a similar position. Luxury hotel experience is strongly preferred.
• Excellent communication skills with fluency in English required.
• Must be computer proficient including MS Office, Word, Excel, PowerPoint, etc. (prior experience with hotel-specific software such as HotSOS , Opera, etc. will be strongly favored).
• Must be able to work a very flexible schedule that may include overnights, early mornings, late nights, weekends and holidays.
• Must be physically able to meet the demands of the position, such as standing/walking for extended periods of time while on shift.
• Must possess superior organizational and multi-tasking skills; must be able to remain flexible and adaptable in a fast-paced environment.
• Those with multi-lingual abilities will be preferred.
• HS Diploma is required; Bachelor’s Degree in Hospitality or related field is preferred.