Represents the hotel to the guest throughout all stages of the guest experience at the hotel, before during, and after the stay, and is able to deliver superior customer service at every touchpoint.

The position requires great customer service skills. Can upselling and cross-selling to guests and potential guests and attempting to making the sale. Learning and following phone scripts, guest check-in experience, guest check-out experience, and guest issue process.

Must have OPERA POS system training.

Determines a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms accommodating special requests whenever possible. Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks, and communicates this information to the appropriate hotel personnel.

Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest safety and security, and maintains and supervises access to safe deposit boxes. Must be sales-minded.

Presents options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property.

Can provide information for area attractions, shopping, and dining to guests staying at the hotel and can provide directions.

Reports to: Assistant Manager

Duties and Responsibilities:

• Registers guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations and making guest key cards in advance.
• Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Possesses a working knowledge of the reservations department. Takes same-day reservations and future reservations and attempts to close the sale. Explains cancellation procedures.
• Knows how to use front office equipment.
• Process guest check-outs.
• Posts and files all charges to guest, master, and city ledger accounts.
• Follows procedures for depositing money in a safe and ensures the till has the correct amount of funds for the next Guest Service Agent.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the front desk log and reports all information that other front desk should be made aware of. Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Coordinates guestroom maintenance work with the engineering and maintenance division.
• Reports any unusual occurrences or request to the manager or assistant manager
• Knows all safety and emergency procedures. Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
• Anticipates the guest’s needs and delivers upon the guest’s requests in a timely manner.
• Attempt to make a positive lasting impression on the customer by focusing on details and providing concierge-like services throughout the guest’s stay.
• Smiles at all guests as they pass by the desk within 10 feet and waves any distance beyond 10 feet.
• Cross-train in other hotel job functions such as Housekeeping and Maintenance

Requisites

Education: High school graduate or equivalent. Must be able to speak, read, write, and understand the primary language(s) used in the workplace. Must be able to speak and understand the primary language(s) used by guests who visit the workplace.

Experience: Previously worked in delivering customer service. Computer skills are required including typing. Previous hotel-related experience a plus.

OPERA POS system experience.

Physical: Requires finger dexterity, grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.

Job Types: Full-time, Part-time

Pay: From $18.00 per hour

Benefits:

• Employee discount
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift

Work setting:

• In-person

Experience:

• Hotel Guest Service: 1 year (Required)

Language:

• English (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Required)

Ability to Commute:

• Silver Spring, MD (Required)

Work Location: In person