Guest Service Agent
Property Name:
Westmont Hospitality Group
Job Title: 
Guest Service Agent
Location: 
District of Columbia/Washington
Company Name: 
City: 
Washington
Work Permit: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management  Position: 
No
Bonus Pay: 
No
Accommodation: 
No

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Corporate Overview

Westmont Hospitality Group was founded in 1975. What started with a single hotel in North America, has grown to become one of the largest privately-held hospitality organizations in the world.

Throughout the years, Westmont has had an ownership interest in and operated over 1,100 hotels. Currently this stands at over 500 hotels across three continents. Westmont has formed strategic alliances with many of the world's largest hotel brands. These include Fairmont, InterContinental Hotels Group, Hilton, Accor, Starwood, Wyndham, Choice Hotels, Renaissance, Radisson and Best Western. The company is one of the largest franchisees and co-owners of IHG hotels and Hilton hotels worldwide. Westmont has a very diversified portfolio ranging from budget and aparthotels to mid-market business and large conference hotels to boutique hotels and luxury resorts.

Our employees are our most valued resource.  Their expertise is what drives our future success.
If you are skilled in the hospitality industry and seek a stimulating workplace that fosters creativity, teamwork and personal development, contact us today. We reward our employees with the benefits and opportunities you’d expect from an industry leader.

Job Description

Westmont Hospitality is actively seeking to hire a very strong, exceptionally knowledgeable, energetic and highly experienced Guest Service Agent to join our outrageous team for an upscale boutique hotel in the fabulous area of Foggy Bottom in Washington DC..

  • Greet guests immediately with a friendly and sincere welcome.  Use a positive and clear speaking voice, listen to 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.  Make appropriate selection of rooms based on guest needs.  Code electronic keys, certificates, and coupons as appropriate.  Requires continual standing and movement throughout front office areas.

  • Verify and imprint credit cards for authorization using electronic acceptance methods.  Handle cash; make change and balance as assigned house bank.  Accept and record vouchers, travelers’ checks, and other forms of payment.  Perform accurate, moderately complex arithmetic functions using a calculator.  Post charges to guest rooms and house accounts using the computer.

  • Promptly answer the telephone using positive and clear English communication.  Input messages into the computer.  Retrieve messages and communicate the content to the guest.   Retrieve mail, small packages and facsimiles for customers as requested.

  • Close guest accounts at the time of check out and ensure guest’s satisfaction.  In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.

  • Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.  Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and 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. Keeps the corridors and service area neat at all times.

  • Adheres to all company policies and procedures.

  • Follows safety and security procedures and rules.

  • Knows department fire prevention and emergency procedures.

  • Utilizes protective equipment.

  • Reports unsafe conditions to supervisor/manager.

  • Reports accidents, injuries, near-misses, property damage or loss to supervisor.

  • Provides for a safe work environment by following all safety and security procedures and rules.

  • All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).

  • Assists other Guest Service Agents when need.

Job Requirements
  • Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.  High school diploma preferred.

  • Prior hospitality experience preferred, but not required.

  • Considerable skill in the use of a calculator and 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 help resolve conflicts.

  • Ability to read, listens, and communicates effectively in English, both verbally and in writing.

  • Ability to access and accurately input information using a moderately complex computer system.

  • Hearing and visual ability to observe and detect signs of emergency situations.

© 2011 Westmont Hospitality Group. All rights reserved.