The Bethesdan Hotel, Tapestry Collection by Hilton features 270 guest rooms, 15,000 sq. ft. of event space, restaurant and bar. Centrally located in Bethesda, MD, the Bethesdan Hotel is part of a vibrant and welcoming community surrounded by charming neighborhoods, business innovators, walkable shops and great places to eat & drink. Walking distance from the Bethesda Metro station, the Bethesdan Hotel is a train ride or short drive from Washington, DC.

The Bethesdan Hotel is currently looking for a Front Desk Agent to join the team. The Front Desk Agent is responsible for greeting and welcoming all guests in the hotel and ensuring genuine guest service is provided throughout the stay cycle of a guest from the initial reservation, check in process, during their stay and check out.

ESSENTIAL JOB FUNCTIONS: 

• Greet all guests immediately with a friendly and genuine welcome.  Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.  Promote Crescent and Hilton marketing programs.  Make appropriate selection of rooms based on guest needs. Code electronic keys.  Non-verbally confirm the room number and rate.  Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. 
• Verify and imprint credit cards for authorization using electronic acceptance methods.  Handle cash, make change and balance an assigned house bank.  Accept and record vouchers, travelers checks, and other forms of payment.  Convert foreign currency at current posted rates.  Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication. Input messages into the computer.  Retrieve messages and communicate the content to the guest.  Retrieve mail, small packages and facsimiles for guests as requested.
• Close guest accounts at time of check out and ascertain satisfaction.  In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.  Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.  Remain calm and alert especially during emergency situations and heavy hotel activity.  Plan and implement detailed steps by using experienced judgment and discretion.
• Coordinate with Housekeeping, Engineering and Food and Beverage departments to ensure guest satisfaction throughout the entire stay cycle of a guest.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate verbally and written in English.  Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times.  Can communicate well with guests and fellow team members.  Must be willing to “pitch-in” and help co-workers with their job duties and be a team player.  Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.  Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.  Ability to stand and move throughout front office and continuously perform essential job functions.  Ability to access and accurately input information using a moderately complex computer system.  Ability to observe and detect signs of emergency situations.  Ability to establish and maintain effective working relationships with associates, customers and patrons. Must be able to work weekends and holidays. Hilton and OnQ experience preferred but not required. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)