TheHotel

Stepinside a legendary revival at The Watergate Hotel, a luxurious urban resortlocated along the banks of the Potomac River. Here modern design blends with astoried past to redefine luxury. A place where travel and business areoccasions worth celebrating, attention to every detail is the standard, andintrigue can be found just beyond every curve.

Location

The Watergate Hotel iscentrally located in Washington, D.C., a city of political power, prestige, andelegance is culturally rich with theaters, museums, architectural splendors andunforgettable national memorials. The Watergate Hotel is situated withinwalking distance of the best the city has to offer.

StrategicIntent

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

OrganizationalStructure

REPORTS TO: Front Office Manager

GeneralDuties and Responsibilities

· Provide exceptional service to our guests withpersonalized, efficient and friendly check in and check out procedures

· Handle and assist with resolution of all guestissues; communicate with appropriate departments and follow up to ensurecomplete guest satisfaction

· Possess a high level of expertise on allservices and outlet offerings of the hotel, banquet events, groups in house aswell as local area attractions, restaurants and cultural events

· Handle cash drawer properly as outlined in TheWatergate Hotel cash handling policies

· Demonstrate teamwork by cooperating with andassisting fellow associates as needed

· Address guest preferences recorded in guesthistory 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 respondingto requests promptly, efficiently and courteously during check-in, check-outand throughout the guest’s experience

· Arrange fulfillment of guestservices by working with the Concierge, Housekeeping, PBX, Reservations andRoom Service associates

· Handle guest’s incoming and outgoingcorrespondence (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 theAccounting Department so as to facilitate guests and Management requests forhistorical data and reports

· Assist with guest arrival and departureexperience by maintaining a constant presence on the front desk and in thelobby

· Close out each shift effectively andcorrectly, with a high attention to detail; run all reports as directed byAssistant Front Office Managers and Director of Front Office Operations

· Perform any other reasonable projects/dutiesas required by the Director of Front Office Operations and Assistant FrontOffice 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.

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