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Lead Front Office Agent

posted September 23, 2018

Hilton Garden Inn Falls Church
Falls Church, VA
442705 l

About This Job

Position Summary:

Responsible and supervises front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services

Essential Functions:

  1. Supervise the operations of the Front Desk. 
  2. Maintain the highest productivity, employee morale and guest service as possible.
  3. Ensure that all hotel policies and procedures are followed.
  4. Assist AGM in training of employees including but not limited to guest services, brand standards, hotel policies and procedures and all POS systems.
  5. Check guests in and out of the hotel according to hotel and/or brand standards.
  6. Inform guests about the hotel facilities, policies and procedures. 
  7. Handle hotel phone system. Transfer calls to appropriate departments/guests. Accurately take messages for guests and management.
  8. Take, modify and cancel guestroom reservations.
  9. Deal with inquiries, requests, and complaints from guests. Coordinate with other departments to fulfill guest special requests.
  10. Perform cashier duties, cash traveler’s checks. Post phone charges and other miscellaneous charges to guest accounts.
  11. Follow in-house procedure to help ensure the security of guests and employees. Know hotel emergency procedures.
  12. Maintain cleanliness of Front Office area.
  13. Assist all departments in servicing the guests during high volume periods.
  14. Notify AGM of any problems or situations involving guests, the hotel and/or staff.
  15. Ability to drive company vehicle to transport guests to and from designated locations.
  16. Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

Additional Responsibilities:

  • The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and employees may be asked to work shifts other than those they prefer or normally work.
  • This position requires working nights and weekends. Open availability and able to cover AM/PM/Night audit shift when needed is a must.
  • Adhere to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook.

Education and Experience:

  • Previous hotel front desk experience.
  • Minimum 2 to 3 years work experience as Front Office Associate.

Skills and Abilities:

  • Ability to stand for a long period of time.
  • Ability to work in a fast paced environment.
  • Ability to maintain control and composure in difficult situations and exhibit good judgement.
  • Good communication and interpersonal skills.
  • Open availability and able to cover AM/PM/Night audit shift when needed.

About This Employer

Hilton Garden Inn Falls Church

706 West Broad Street
Falls Church, VA 22046

(703) 237-8700

A welcoming hotel in the historic 'Little City'

The Hilton Garden Inn Falls Church is conveniently located in the heart of Falls Church near Northrop Grumman, General Dynamics, SAIC, CSC and Tysons Corner Center/Galleria.  While staying at our hotel, take advantage of our unique location just steps away from quaint shops and restaurants or enjoy a run on the Washington & Old Dominion Trail.  Complimentary corporate and Metro shuttle are also available.

Our beautifully appointed guest rooms and suites offer complimentary WiFi, a microwave, refrigerator and HDTV.  Enjoy American classics in The Garden Grille & Bar, or relax with a drink in the Pavilion Bar.  Work out in our complimentary fitness center or swim in our indoor pool.  The Hilton Garden Inn Falls Church can also host your next meeting or event, with over 2,600 sq. ft. of flexible meeting space and advanced audio visual solutions.