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Front Office Agent

Overview: Responsible for assisting and elevating the overall guest experience and satisfaction of our guest. Provide attentive, courteous and efficient service to all guests during arrival, throughout their stay, and at departure. Provide information and assistance to all guests and visitors. Process and settle all payments according to established hotel requirements. 

Responsibilities:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of:

All hotel features/services, hours of operation.

All room types, numbers, layout, decor, appointments and location.

All room rates, special packages and promotions.

Daily house count and expected arrivals/departures.

Room availability status for any given day.

Scheduled daily group activities/ VIP’s.

• Promote positive guest relations to all individuals approaching the Front Desk.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements.
• Handle overbooked or “walked” guests.
• Document all guest requests, complaints or problems.
• Document and confirm reservations and cancellations.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Solicit guest comments on their stay.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times. Adhere to all cashiering procedures: Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• All other duties as required.

The list of responsibilities is illustrative only and is not a comprehensive listing of all functions and tasks performed by this position. The company reserves the right to add, remove or alter duties when business need dictates.

QUALIFICATIONS:

• Experience: Previous experience as a Front Desk Agent, preferably in a luxury hotel.  

• Education:   High school diploma or equivalent education required.

• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

• Schedule: Flexible availability is required for this position to include days, evenings, weekends and holidays.

• Technical Skills: Ability to input and access information in the property management system/computers. Ability to remain calm and courteous with demanding and difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests and their information; ability to work with direct supervision. Previous OPERA experience preferred. Mid-level to Advance computer skills.

• Language: Required to speak, read and write English, with fluency in other languages preferred.

• Physical Requirements: Must be able to exert physical effort in transporting a minimum of 35 pounds, endure various physical movements throughout the work areas; reach up and down, pull and push, remain standing stationary for long periods of times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

• Licenses & Certifications: Valid Driver’s License with the ability to drive manual and automatic vehicles is required. 

*Rosewood Washington DC requires all employees to be fully vaccinated against COVID-19, and applicants are required to submit proof of vaccination prior to starting employment. In accordance with the law, Rosewood Washington DC will accommodate employees who cannot be administered the COVID-19 vaccine for medical or religious reasons, and applicants should contact the Director of Talent and Culture if they have questions about this requirement or wish to request an accommodation.