Front Desk Agent - Hampton Inn & Suites Alexandria

Job Title: Guest Service Representative - Hampton Inn & Suites Old Town Area South Alexandria

Department: Front Office

Company: Dimension Hospitality

Dimension is a growth-oriented and quality-driven hospitality company filled with ambitious, talented people. Our work is guided by a strong sense of loyalty to our associates, guests and owners. And we believe that superior guest experiences are the key to superior results.

We develop, acquire and manage successful full-service, all-suite, and focus service hotels. Our philosophy is geared toward long-term management of these assets. So we closely monitor all aspects of property performance, product quality and service excellence. This translates into higher levels of guest satisfaction, product quality, and financial results. Just as importantly, we strive to be a responsible corporate citizen, a good neighbor that gives back to our host communities, and a great employer to our loyal and hard-working associates.

Reports To: Front Office Manager

Overview

The Guest Services Representative/Front Desk Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Employee Incentives

Name Mention Incentive - $5 to $10 per name mention on all review sites

Hilton Honors Enrollments Incentive - $200 monthly

Employee Referral Incentive - $500 for each referral

Responsibilities

• Greet and welcome all guests approaching the Front Desk.
• Follow the standards listed below:

Must use guest name
Must show genuine interest
Must demonstrate anticipatory service
Must close interactions appropriately
Must smile and maintain engaging expression

• Maintain proper operation of the computer and telephone console and ensure that all hotel standards are met (if applicable).
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies as per Highgate standards and PCI compliance.
• Be aware of all rates, packages and special promotions.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology and usage of hospitality language.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete credit check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and room upselling programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Complete daily shift checklist.

Job Requirements

Qualifications

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

Job Details

Entry level

Full-time

About this location

Class: Upper Mid-Scale

Room Count: 213

Location Type: Urban

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• Referral program

Schedule:

• Day shift
• Evening shift
• Holidays
• Overtime

Work setting:

• In-person

Experience:

• Hotel: 1 year (Required)

Work Location: In person