Description

Job Summary

The Front Office Agent is responsible for processing all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Provide information and assistance to all guests and visitors.

Responsibilities

Maintain complete knowledge of hotel operations, scheduled daily activities, and room products.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
Ascertain callers' needs through open-ended questions.
Describe room accommodations and all amenities.
Obtain all designated information to book a reservation.
Accommodate special requests and designate such in the system following hotel SOP’s.
Access guest history records to best service guests; maintain accurate information in guest history files.
The ability to exercise personal discipline and extra diligence to assure that projects are completed on a timely basis.
Resolve guest complaints, ensuring guest satisfaction.
Obtain assigned bank and ensure accuracy of contracted monies. Always keep the bank secure.
Communicate pertinent guest information to designated departments/personnel (i.e. special requests, amenity delivery).
Present folio to guest and resolve any disputed charges.
Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
Perform additional duties, as assigned.
Strong organizational, prioritization skills and ability to work well under pressure and meet deadlines.
Strong knowledge of Opera, Synxis, Revintel & Microsoft Outlook is a plus.
Possess an eye for the smallest detail and maintain a keen sense of urgency.
Ability to think clearly, remain calm, and resolve problems using good judgment.

Physical Requirements

Must be able to bend, stoop, squat, and stretch to fulfill necessary tasks.
Must be able to lift, push, and pull up to 30lbs. on a regular and continuing basis
Must be able to stand and exert well-paced mobility for up to 8 hours in length

Qualifications

Education: High school or equivalent preferred.
Experience: 1 to 2 years in a similar position experience preferred.
Grooming: All colleagues must maintain a neat and well-groomed appearance (specific standards will be provided).

Hamilton Hotel

A D.C. destination since 1922, Hamilton Hotel’s present is as storied as its past. With thoughtful amenities, exclusive partnerships, and a unique approach to service, every stay is a new chapter in Hamilton history.

Our dedicated and knowledgeable concierge team is available round the clock to provide assistance with any request, from booking tickets to local attractions to recommending top-rated restaurants in the area. Our staff is committed to ensuring that each guest has a memorable experience during their stay with us. Our concierge services are designed to make your stay at the Hamilton Hotel as comfortable as possible