Guest Service Agent

Guest Service Agent at The Watergate Hotel in Washington, DC delivers front desk support and guest services, coordinating with Concierge, Housekeeping, PBX, Reservations and Room Service to ensure a seamless guest experience.

Responsibilities

• Deliver personalized, efficient, and friendly check-in and check-out experiences
• Address and resolve guest issues, coordinating with the appropriate departments and following up to ensure satisfaction
• Maintain strong knowledge of hotel services, outlets, banquet events, in-house groups, and local area attractions
• Manage cash drawer in accordance with Watergate Hotel cash handling policies
• Demonstrate teamwork by assisting colleagues as needed
• Review and update guest history profiles to reflect guest preferences
• Stay current with hotel procedures by attending daily Front Office briefings
• Provide timely, courteous service during check-in, check-out, and throughout the guest stay
• Coordinate fulfillment of guest services with Concierge, Housekeeping, PBX, Reservations and Room Service teams
• Handle guest correspondence across fax, voicemail, email, postal mail, and related channels
• Communicate clearly with the Night Auditor and the Accounting Department
• Develop a solid working knowledge of Accounting to support requests for historical data and reports
• Maintain a visible presence at the front desk and in the lobby to assist arriving and departing guests
• Close out each shift with accuracy and attention to detail, running required reports as directed
• Perform other reasonable duties as assigned by Front Office leadership

Requirements

• Minimum 2 years of hotel operations experience, with luxury property background strongly preferred
• Excellent English communication skills
• Computer proficiency in MS Office; familiarity with hotel software such as HotSOS and Opera is highly valued
• Ability to work a highly flexible schedule including overnights, early mornings, late nights, weekends and holidays
• Physical ability to stand and walk for extended periods during shifts
• Strong organizational and multitasking skills with adaptability in a fast-paced environment
• Multilingual abilities are preferred
• HS Diploma required; Bachelor’s Degree in Hospitality or related field preferred

Technologies

• Microsoft Office suite (Word, Excel, PowerPoint)
• HotSOS
• Opera