Luxury Hotel Front Desk & Guest Experience Specialist

The Watergate Hotel; Washington (District of Columbia); On-site; USD 19,000 - 33,000; Full time

Job summary

The Watergate Hotel in Washington, DC is seeking a Guest Service Agent to provide front office support and personalized service to guests. The role emphasizes efficient check-in/out, guest issue resolution, and strong knowledge of hotel services, outlets, and local attractions.

Ideal candidates have at least 2 years in hotel operations, English fluency, proficiency in MS Office and hotel software like HotSOS and Opera, and a flexible schedule including evenings and weekends.

Qualifications

• A minimum of 2+ years experience in hotel operations, preferably in a similar position.
• 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.

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

Skills

Excellent communication skills

Multilingual abilities

Education

HS Diploma

Bachelor’s Degree in Hospitality or related field

Tools

Microsoft Word

Microsoft Excel

PowerPoint

MS Office

HotSOS

Opera

Job description

The Watergate Hotel in Washington, DC is seeking a Guest Service Agent to provide front office support and personalized service to guests. The role emphasizes efficient check-in/out, guest issue resolution, and strong knowledge of hotel services, outlets, and local attractions.

Ideal candidates have at least 2 years in hotel operations, English fluency, proficiency in MS Office and hotel software like HotSOS and Opera, and a flexible schedule including evenings and weekends.