Luxury Guest Experience Associate

B. F. Saul Company Hospitality Group; Washington, Northern (District of Columbia, KY); Hybrid; USD 30,000 - 34,000; Full time

Job summary

The Hay-Adams, a luxury hotel in Washington, DC, expects a Guest Service Representative to manage check-ins and check-outs while ensuring billing accuracy and high guest satisfaction. You will greet guests, assign rooms per requests, and coordinate with bell staff and concierge for a seamless experience.

You'll participate in upselling to suites, handle phone inquiries, and resolve issues promptly, maintaining standards of excellence across all public areas and interactions.

Qualifications

• High School diploma, general education degree, international equivalent or three to six months experience in a related field required.
• College degree preferred, previous front office experience in a luxury property required.
• Previous customer service experience preferred.
• General computer experience required.
• Hotel management computer systems experience preferred.

Responsibilities

• Greet guests, check them in using standards and assign rooms based on requests and availability.
• Check out guests and ensure accurate billing presented professionally.
• Participate in upsell program to move guests into suites and higher rated rooms.
• Answer telephones, transfer calls, take messages and deliver them professionally.
• Act as back up to concierge in providing hotel information and local area details.
• Resolve guest issues to the satisfaction of guests and hotel, log incidents.
• Coordinate with Front Office Manager on duty for follow-up and guest satisfaction.
• Maintain cleanliness of work areas including public spaces and front door area.
• Coordinate VIP arrivals and assist VIPs as their personal contact on property.
• Be aware of revenue and yield management goals and support up-selling targets.

Skills

Language Skills

Mathematical Skills

Reasoning Ability

Physical Ability

Education

High School diploma

College degree preferred

Front office experience in luxury property

Customer service experience preferred

Tools

Hotel management computer systems

Job description

The Hay-Adams, a luxury hotel in Washington, DC, expects a Guest Service Representative to manage check-ins and check-outs while ensuring billing accuracy and high guest satisfaction. You will greet guests, assign rooms per requests, and coordinate with bell staff and concierge for a seamless experience.

You'll participate in upselling to suites, handle phone inquiries, and resolve issues promptly, maintaining standards of excellence across all public areas and interactions.