Front Desk Agent - The Willard InterContinental Washington

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

The Willard InterContinental Washington, DC is one of the most iconic hotels in the Nation’s Capital. Since 1818, the Willard InterContinental Hotel has played host to the world’s social and political elite. Often referred to as the ‘Residence of Presidents’, The Willard has welcomed U.S. presidents, foreign dignitaries and celebrities, as well as has been the site of many historic moments in U.S. history. Located in the heart of the nation's capital on Pennsylvania Avenue, the Willard continues to be the hotel of choice for heads of state and leaders of the world's business, cultural, social and political sectors. The hotel's 335 well-appointed large guestrooms include 41 elegant suites. Dining options consist of the Cafe du Parc, a popular French bistro with seasonal outdoor seating, traditional Afternoon Tea in Peacock Alley, the classic Round Robin Bar and Private In-Room Dining. There is over 20,000 square feet of Conference and Banquet space and the hotel hosts events ranging from intimate meetings to luxurious weddings. The Willard InterContinental combines heritage, sustainability and luxury with contemporary comfort and the latest technology.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

DUTIES AND RESPONSIBILITIES

• Reviews the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Reviews weekly work schedules in accordance with staffing guidelines and labour forecasts. Adjust schedules throughout the week to meet the business demands.

• Supports and assists Front Office personnel and all departments at peak periods.
• Works closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns
• Communicates to the Front Office Manager/ Assistant Manager – Front Office all information likely to be of interest to them such as the expected arrival and departure of VIP’s and all other pertinent information
• Provides superior guest service upon check in and check out of each guest

• Ensures VIPS’s and key guest receive special attention.

• Reacts to situations to ensure guests receive prompt attention and personal recognition through out the hotel.
• Responds to guest needs and resolves related problems.
• Monitors the hotel front entrance and resolves any congested situations.
• Monitors the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitors and ensures that express check-outs are processed through the system correctly in accordance with hotel check-out standards
• Interact with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
• Ensures that all V.I.P.'s are pre-registered according to standards
• Attend pre-shift briefing with staff and review all information pertinent to the day's business.

• Adheres to grooming and uniform standards of the department

• Performs all phases of service and job functions, ensuring that all procedures are carried out to departmental standards

• Monitors and maintains service delivered according to the Policies and Procedures Manual

• Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental associates

• Communicates fire, emergency and health and safety procedures in conformance with the laws having jurisdiction

• Performs related duties and special projects as assigned

QUALIFICATIONS AND REQUIREMENTS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

Qualifications:
Essential:
1. Two (2) years experience as Front Desk Agent or Guest Relations Agent in a 4 or 5 star hotel.
2. Five (5) years experience in Front Office of a 4 or 5 star hotel.
3. Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding.
4. Ability to provide legible written communication to a high standard.
5. Familiarity with yield management and cost controls.
6. Proven success with employee relations’ skills and ability to implement and maintain standards.

Skills:
Essential:
1. Ability to enforce hotel's standards, policies and procedures with Front Office Associates
2. Ability to forecast accurately.
3 Ability to prioritize and organize work assignments and delegate work.
4. Ability to direct performance of staff and follow up with corrections where needed.
5. Ability to lead and motivate staff and maintain a cohesive team.
6. Ability to identify departmental training needs and arrange for such training to be provided.
7. Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
8. Ability to focus attention of details.
9. Ability to input and access information into on site computer systems.
10. Ability to remain calm and courteous with demanding/difficult guests and/or situations.
11. Ability to perform job functions to standards under pressure
12. Ability to ensure security and confidentiality of guest and hotel information.
13. Ability to work independently and without supervision.

We’ll reward all your hard work with a great salary and benefits – including a uniform, great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams, and encourage our colleagues to bring their authentic and best selves to work.

Not Applicable for Colorado Applicants