Guest Service Agent

Salamander Washington DC • Full-time • Washington, DC, US • 5d ago

We look for people who are passionate about service and have a hunger for learning new skills. We believe in the power of teamwork and the professional development of our team members. With our employees being our greatest assets, we are committed to providing competitive wages and benefits, the best training, a safe and enjoyable work environment along with many opportunities for advancement to ensure a very rewarding career. We take great pride in our dedicated and diverse team of employees.

All professionals at Salamander Collection live by our Vision, Brand Promise, and Core Values.

We specialize in the management of Four and Five-Star luxury hotels, resorts and fine food establishments. If your outside interests include golf, tennis, spa, beach, water sports, equestrian, shopping or just relaxation, we have the employee discounts to match.

POSITION OBJECTIVE

The Guest Service Agent plays a key role in delivering a memorable guest experience. This position is responsible for guest arrivals, departures and guest satisfaction.

ESSENTIAL JOB FUNCTIONS

Greet and warmly welcome guests upon arrival.
Register guests into the system, verifying reservation, address, email address, phone number and method of payment information.
Promote the I-prefer Hotel Reward Program and provide recognition and benefits to all present members.
Apply payment to guests’ accounts both at the time of registration and at checkout.
Post miscellaneous charges as requested.
Handling Cash Transaction including foreign currency exchange.
Answer phone calls in a timely and professional manner.
Respond and process guest requests (including by email) in a timely and efficient manner.
Handling guest’s complaint up to the guest’s complete satisfaction.
Log and update the opportunity into the HOTSOS to communicate with the team
Record guests preference, update into guest profile and act upon
Assist guests in business needs such as printing out the document.
Provide guests with information regarding hotel facilities and local attractions.
Assist guests to book (a table, a ticket, a tour etc.) in absence of Concierge
Reserve a room or modify a room reservation in absence of Reservations Agent
Provide an appreciative fond farewell and encouragement to return to the departing guests.

EDUCATION/EXPERIENCE

High school or equivalent education required.
Must be 18 years of age or older.

REQUIREMENTS

Must be able to speak, read, write and understand English used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
General knowledge of the city where hotel is located and its attractions.
Extensive knowledge of the hotel, its services and facilities.

PHYSICAL DEMANDS

Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
Must be able to stand and exert well-paced ability for up to 4 hours in length.
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
Must be able to exert well-paced ability in limited space.
Must be able to lift up to 15 lbs. occasionally.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees
Ability to spend extended lengths of time viewing a computer screen.
Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
Requires manual dexterity to use and operate all necessary equipment.
Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, photocopiers and other office equipment as needed.
Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors.
Must be able to change activity frequently and cope with interruptions.

BENEFITS

Paid Time off / Vacation
Holiday Pay
Sick Pay
Health Insurance
Dental Insurance
Vision Insurance
Health Savings Account
Life Insurance
Flexible Spending Account
401(k) Savings Plan
Paid Maternity, Paternity and Adoptive Parent Leave
Short Term Disability Insurance
Long Term Disability Insurance
Supplemental Insurance (Accident, Cancer, Life, AD&D)
Direct Deposit
Company Paid Uniforms
Recognition Programs & Rewards
Property Discounts for Rooms, Retail, Dining, Water Parks, Golf, Spa and more
Discounted Parking
Tuition Reimbursement

Salamander Collection is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.