Front Office Agent - Hotel Indigo Old Town

Employer
IHG
Location
Alexandria, VA
Posted
Sep 10, 2022
Closes
Sep 25, 2022
Ref
646598088
Function
Accountant, IT
Hours
Full Time
About usA little curiosity can take you anywhere. So, at Hotel Indigo (R), we do more than satisfy our guest's curiosity, we inspire them. Our passionate colleagues help create memorable and unique experiences for our guests; in a place truly connected to the local neighborhood, infused with intriguing design and local flavors. Where every day brings new discoveries, fresh experiences, and unexpected ideas. And just like our hotels, no two colleagues are the same. So we're curious about you. How will you inspire the eclectic rhythm in our hotels? How will you bring the local neighborhood story to life? At Hotel Indigo(R) hotels, we're excited to meet spirited characters who can delight the most curious guests. At Hotel Indigo we deliver inspired service. In all we do, we are vibrant, curious and original. Be vibrant by carrying ourselves in a way that says to our guests we are energetic, motivated, confident. Be curious by being aware of our hotel and neighborhood and going out of our way to help guests learn and discover what's going on. Be original by building connections with our guests and being imaginative to create memorable experiences. Each Hotel Indigo(R) property is uniquely designed to reflect the culture, character and history of the surrounding neighborhood. Nestled on the shores of one of the busiest ports in America, Hotel Indigo(R) Old Town Alexandria is a charming enclave of colonial treasures and historic waterfront architecture. Between Old Town's iconic cobblestones to the north and the Potomac's storied banks to the east, our boutique hotel showcases the neighborhood's dynamic allure. Traces of Alexandria's colonial past are evident throughout the hotel, but the story got subterranean when crews unearthed a 50-foot vessel during construction. According to archaeologists, the ship was abandoned in the late 18th century and served as a crucial part of the process responsible for extending the waterfront.Your day to dayThe moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you'll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You'll also create the warm atmosphere that makes our guests feel at home in any location. DUTIES AND RESPONSIBILITIES* Reviews the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.* Reviews weekly work schedules in accordance with staffing guidelines and labour forecasts. Adjust schedules throughout the week to meet the business demands.* Supports and assists Front Office personnel and all departments at peak periods.* Works closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns* Communicates to the Front Office Manager/ Assistant Manager - Front Office all information likely to be of interest to them such as the expected arrival and departure of VIP's and all other pertinent information* Provides superior guest service upon check in and check out of each guest* Ensures VIPS's and key guest receive special attention.* Reacts to situations to ensure guests receive prompt attention and personal recognition through out the hotel.* Responds to guest needs and resolves related problems.* Monitors the hotel front entrance and resolves any congested situations.* Monitors the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.* Monitors and ensures that express check-outs are processed through the system correctly in accordance with hotel check-out standards* Interact with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel* Ensures that all VIP's are pre-registered according to standards* Attend pre-shift briefing with staff and review all information pertinent to the day's business.* Adheres to grooming and uniform standards of the department* Performs all phases of service and job functions, ensuring that all procedures are carried out to departmental standards* Monitors and maintains service delivered according to the Policies and Procedures Manual* Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental associates* Communicates fire, emergency and health and safety procedures in conformance with the laws having jurisdictionWhat we need from youQUALIFICATIONS AND REQUIREMENTSRequirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.Qualifications:Essential:1. Two (2) years experience as Front Desk Agent 2. Five (5) years experience in Front Office3. Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding.4. Ability to provide legible written communication to a high standard.5. Familiarity with yield management and cost controls.6. Proven success with employee relations' skills and ability to implement and maintain standards.Skills: Essential:1. Ability to enforce hotel's standards, policies and procedures with Front Office Associates2. Ability to forecast accurately. 3 Ability to prioritize and organize work assignments and delegate work.4. Ability to direct performance of staff and follow up with corrections where needed.5. Ability to lead and motivate staff and maintain a cohesive team.6. Ability to identify departmental training needs and arrange for such training to be provided.7. Ability to be a clear thinker, analyze and resolve problems exercising good judgment.8. Ability to focus attention of details.9. Ability to input and access information into on site computer systems.10. Ability to remain calm and courteous with demanding/difficult guests and/or situations.11. Ability to perform job functions to standards under pressure 12. Ability to ensure security and confidentiality of guest and hotel information.13. Ability to work independently and without supervision.What we offerWe'll reward all your hard work with a great salary and benefits - including a uniform, great room discount and superb training. Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams, and encourage our colleagues to bring their authentic and best selves to work.