Front Office Agent | Rose Wood

January 17, 2024

Job Description

Competitive Benefits:
Free Parking (if available)
Medical, Dental, Vision Benefits
Competitive Pay Rates
401k Plan and after 1 year up to 3% Match
Paid Time Off (Vacation, Holidays, Sick and more)
Complimentary Room Nights
Restaurant Discount- 50% off F&B
Complimentary Meal during your shift
Life Insurance and AD&D
Complimentary Short-Term Disability
Long-Term Disability
Pre-tax commuter benefits
Flexible schedules
Tuition Reimbursement up to $500 per year
A clear career pathway – career advancement opportunities
Relationship Hospitality.
It’s in the genes. Some just have it; a natural desire to deliver meaningful and heartfelt experiences. It’s a calling. At Rosewood Hotel Group we work instinctively and from the heart, to master and elevate our craft. Together, we push the boundaries to impart magic into every day. We care for people, and make it our purpose to build long-lasting, genuine relationships. Here, we do what we were born to do.
Front Office Agent
Front Office Agents are responsible for the guest registration process and communication of hotel services and promotions. This highly visible role will give you an opportunity to build a genuine connection with our guests and have a direct impact on creating a memorable guest experience. Other duties will include: responding to guest inquires, check-in and check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements; own and resolve guest complaints (glitches) in a timely manner. Provide information and assistance to all guests and visitors.
* Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
* Run the daily audit reports and complete assigned checklist.
* Ability to complete tasks with minimal supervision.
* 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.
* Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
* Maintain complete knowledge of: scheduled daily activities; in-house groups; hotel extension numbers; all special requests (DND, wake up calls In room dining request, dry cleaning); hours of operation of each outlet; features and services provided by the hotel.
* Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
* Meet with Supervisor to review daily assignments and priorities.
* Meet with departing Front Office Agents to review business status and follow up items.
* Access all functions of computer system.
* For guests without a reservation, sell a room type agreed upon.
* Register guest in the computer.
* Verify reservation information with the guest (departure date, room type).
* Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
* Assign guest room per reservation type.
* Advise guest of any messages, mail, faxes, etc. received for them.
* Communicate services and amenities of the hotel to guests.
* Obtain proper identification for tax exempt guests and attach form to registration card.
* Direct Bell Attendants to escort guest and transport their luggage to and from their room.
* Maintain guest history files on all guests.
* 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 (i.e., share withs, separate room/tax/incidentals, comp).
* Handle overbooked or “walked” guests.
* Accommodate room changes.
* Document all guest requests, complaints or problems.
* Take, record and relay messages accurately, completely and legibly.
* Settle guest accounts.
* Adhere to all cashiering procedures: Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges. Make change for guests. Cash guests’ personal checks/travelers checks. Post charges. Run closing reports. Count and secure bank. Complete designated cashier reports. Balance receipts. Drop receipts.
* Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist.
* 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 needs dictates.
• Experience: Previous experience as a Front Desk Agent at a luxury/ultra-luxury hotel is preferred.
• Education: High school diploma or equivalent certification.
• 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.
• Technical Skills: Ability to input and access information in the property management system/computers. Proficiency in Opera, Alice, KnowCross and Microsoft Office is preferred but not required.
• 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 25 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary and stand throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• Licenses & Certifications: Driver’s license 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.