Front Office Agent

Washington, DC, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Type:

Hourly

Rate:

Exact $21.00

Benefits

competitive hourly wage

flexible scheduling

Employee discounts at Rosewood Hotels

Opportunities for career advancement

Comprehensive training programs

Supportive team environment

Health and wellness programs

Job Description

Rosewood Hotel Group is an esteemed luxury hotel operator renowned globally for delivering exceptional hospitality experiences. As a brand synonymous with elegance, attention to detail, and personalized service, Rosewood Hotel Group manages a collection of iconic hotels, resorts, and residences worldwide. Their mission revolves around creating meaningful and heartfelt experiences for guests by fostering genuine relationships and providing top-tier service standards. With a commitment to quality, innovation, and guest satisfaction, the Rosewood Hotel Group constantly pushes the boundaries within the hospitality industry to elevate the guest experience to unparalleled levels. This commitment is deeply embedded in the company culture, inspiring... Show More

Job Requirements

Previous experience as a Front Desk Agent, preferably in a luxury hotel
High school diploma or equivalent education required
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
Flexible availability including days, evenings, weekends and holidays
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
Required to speak, read and write English, with fluency in other languages preferred
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
Satisfactorily communicate with guests and co-workers to their understanding
Valid Driver's License with the ability to drive manual and automatic vehicles

Job Qualifications

Previous experience as a Front Desk Agent, preferably in a luxury hotel
High school diploma or equivalent education required
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
Flexible availability including days, evenings, weekends and holidays
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
Required to speak, read and write English, with fluency in other languages preferred
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
Satisfactorily communicate with guests and co-workers to their understanding
Valid Driver's License with the ability to drive manual and automatic vehicles

Job Duties

Support, maintain and adhere to all safety, health and sanitary guidelines and recommendations issued by Rosewood, the Centers for Disease Control and Prevention
OSHA, Federal and local DC Government to mitigate exposure and spread of COVID-19
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/VIPs
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
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
Perform all other duties as required

Job Location

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