Location

Shoreham Hotel

Nestled 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 one’s 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

To provide assistance and services for all guests, beginning in the lobby and carrying throughout the hotel stay, in order to ensure pleasurable accommodations and efficient handling of all guest needs.

Responsibilities

• Use friendly and appropriate expressions when engaging guests; engage in conversation with as many guests as possible.
• Be pleasant, smile and greet all guests, using surnames when obtained.
• Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
• Store luggage according to hotel policies and procedures; assist, retrieve and load luggage for guests.
• Be familiar with parking validation procedures.
• Assist in making reservations for restaurants and limousines for our guests; assist in airline ticket requests and taxi/shuttle scheduling as needed.
• Ensure the delivery of parcels, mail and special deliveries to guestrooms, executive offices or meeting rooms.
• Ensure that the public areas, bell closet are maintained, clean and tidy.
• Follow-up with guest complaints to ensure that any problems are resolved by adhering to the service recovery process.
• Arrange special requests for guests including and not limited to flowers, rental cars, forwarding luggage, sight-seeing tours and advising of different quality local shopping areas.
• Utilize bell carts effectively and with caution.
• Direct guests to the Front Desk or meeting rooms & aid guests in locating other areas of the hotel (walk them to destination if possible).
• Notify the Front Desk and Guest Services of VIP arrivals whenever possible.
• Be familiar with local attractions and businesses. Be sure to recommend on-site venues first.
• Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, GHA, Laundry Services, and Omni Kids Program).
• Be familiar with all hotel facilities (F&B Outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space & Parking Garage).
• Be familiar with the inter-relationship between the different departments (to include Ideal Services, Guest Services, Housekeeping, F&B Outlets, Banquets, Sales, Engineering and Purchasing).
• Attend all designated staff meetings and training sessions.
• Understand the importance of our Medallia scores.
• Proper phone etiquette; answering the phone with a smile in your voice.
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Deliver personalized, memorable guest experiences by utilizing the Power of One.
• Perform other duties & special projects as assigned by the management team.
• Proper phone etiquette; answering the phone with a smile in your voice.

Qualifications

• Minimum 1 year in customer service position, with direct customer contact.
• Experience in the hospitality industry preferred.
• Excellent communication and customer service skills.
• Ability to multi-task and respond to various guest requests within short periods of time.
• Works well with other, pro-actively serving as positive team player.
• Ability to lift, push and pull fully stocked bell carts and other objects up to 50-100 lbs. Requires bending, squatting and extended periods of time walking and standing, in all type of weather conditions.