Front Desk Agent

Location: Shoreham HotelNestled in the Woodley Park neighborhood of Washington, DC, the Omni Shoreham Hotel is a true urban oasis within the Capitol City.

Associates pride themselves as being a part of a historic landmark serving as host to numerous presidents, dignitaries, political events and inaugural balls.Associates can enjoy and be rewarded by several career development opportunities and the environment to grow ones career into various areas of the hotel including leadership roles.

The Omni Shoreham Hotel associates consistently rank their place of employment as one of the Best Places to Work by the Washington Business Journal and scored the hotel with the highest ever results on the Associate Engagement Survey in 2012.Associates at the Omni Shoreham Hotel are proud of being a true part of an extended family and many have spent their entire careers within the hotel, some with over 4 decades of service We celebrate these milestones and as well as many other successes on a monthly basis during our all associate rallies, Hibiscus Huddles, in honor of our company logo.

Job Description: Front Desk Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guests stay.

Front Desk Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them.

Front Desk Agents are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests.

They work closely with all hotel departments especially our Concierge, Bell-Door and Ideal Services teams.

Responsibilities: Process guest check-ins and check-outs according to Omnis Moments of Service and Standard Operating ProceduresEmpathetically listen to guest inquiries and provide appropriate responsesSet up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)Block rooms in the computer and follow through on designated requirementsPre-register designated guests and prepare key packetsCommunicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)Maintain confidentiality of all guests and hotel informationEmploy attention to detail in order to ensure security of guest room access.Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustmentsMaintain guest history files on all guestsAccommodate room changes expedientlyDocument all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.

Follow up to ensure completion and guest satisfactionIssue safe deposit boxes to guests and ensure security of keyMonitor, send and distribute guest faxesGenerate, print and distribute daily and weekly reportsResolve discrepancies on the room status report with HousekeepingMaintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.

Qualifications: Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephoneAbility to accurately and efficiently input information into computer systemsAbility to work cohesively with co-workers both within and outside of your departmentAbility to compute accurate mathematical calculationsAbility to think clearly, quickly and make concise decisionsAbility to prioritize, organize and follow upAbility to work well under pressure, dealing with many arrivals and departures within a short period of timePrevious customer service experiencePrevious hotel front desk experience is strongly preferredMust be able to work overnight shifts, weekends and holidaysPrevious cashiering experience is preferredPrevious guest relations training is preferred