Front Desk Agent - Residence Inn Alexandria Carlyle

About the role

Residence Inn Alexandria Old Town South is a warm and welcoming place to work, where teamwork and support are part of the everyday culture. With spacious suites, a modern fitness center, complimentary breakfast, and a convenient location near Old Town, it offers both guests and curators a comfortable and engaging environment. If you're looking to grow in hospitality with a friendly team and opportunities for development, Residence Inn Alexandria is a great place to start.

Responsibilities

• Greet all guests and visitors in a friendly, professional manner, giving proper eye contact and prompt attention.
• Perform all duties toward the goal of maximizing guest service.
• Register guests in an efficient and pleasant manner, set up accurate accounts, and accommodate room changes expediently.
• Ensure a high level of knowledge of the hotel, including hotel rates and promotions, room types and layouts, hotel services and amenities, restaurant offerings and hours of operation, and hotel’s historical significance.
• Acquaint guests with city attractions, community events and nearby areas of interest.
• Help resolve guest issues and respond to special requests.
• Settle guest accounts upon check-out and process forms of payment, accurately following accounting procedures and cash handling policies.
• Respond to all questions, whether from a guest, visitor or a coworker, in a courteous, pleasant manner and give out accurate, helpful information.
• Participate in safety/security training and maintain knowledge of all safety procedures, including life safety, emergency/fire evacuation, and other protocols to ensure a safe and security environment.
• Work closely and cooperatively with other front office and administration staff, including Valets, Bellman, Sales and Accounting team.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Properly handle lost and found items.
• Report accidents, injuries, and any unsafe conditions to Management and Maintenance.
• Report all maintenance issues for guest satisfaction.

Requirements

• Must have a true desire to satisfy the needs and desires of our guests and others in a fast-paced environment.
• Must possess a valid driver's license with a clean driving record and be eligible to operate the hotel's shuttle van.

Skills

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-curators, both in person and by telephone.
• Strong customer-relations skills with a total commitment to guest satisfaction.
• Ability to deal with guests when they are angry or upset.
• Professional appearance and demeanor.
• Knowledge of computer keyboard and printer operation.
• Ability to accurately and efficiently input information into computer systems.
• Previous cashier experience/ Basic accounting skills.
• Ability to work quickly and thoroughly when under pressure.
• Knowledge of hotel facilities and features.
• Ability to attend to more than one task at a time.
• Ability to maintain excellent attendance and punctuality.
• Knowledge of area and surrounding communities.

Qualifications

Customer Service experience preferred.

Physical Demands

Must be able to stand for long periods of time. May include crowded office setting or “close quarters”. General office environment with limited physical activity.