Guest Service Operator

Description

Crescent Hotels & Resorts is honored to announce an exciting opportunity for a talented Guest Services Operator for the grand opening of JW Marriott Reston Station Residences this Fall! Join the first JW Marriott in Virginia! Experience a new level of luxury at JW Marriott Reston Station, a stunning 28-story landmark that overlooks Reston Row, a lively urban hub filled with top-notch dining and entertainment options.

The hotel features 247 rooms spread across 12 floors, setting a new standard for luxury accommodations in the DMV area. With the largest luxury meeting space in Northern Virginia, totaling 35,000 sq ft, it includes two ballrooms with 20-foot ceilings and plenty of natural light from floor-to-ceiling windows and a large skylight. The JW Residences occupy the remaining 16 floors.

This impressive architectural gem is conveniently located along the Silver Line Metro, perfectly positioned between Dulles International and Reagan National airports, providing travelers with exceptional access to the capital region and beyond.

• Generous compensation package
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Discounts with our Crescent managed properties in North America for you & your family members

• Promptly answer telephone calls, greet callers with a positive and clear voice. Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.
• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.
• Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.
• Page guests and patrons using the public address system in a courteous and clear manner.
• Act as dispatcher for security, guest services and property operations associates. Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.
• Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.
• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details.
• Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication. Listen to callers to understand inquiries and requests. Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. Promote Crescent and brand-specific marketing programs. Assign reservations based on guest preferences and availability.
• Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data using a computer reservation system and utilizing codes for efficiency.
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Know, understand, and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
• Remain calm and polite especially during emergency situations and/or heavy hotel activity. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

Must have the ability to communicate in English. Self-starting personality with an even disposition. Ability to meet standards of appearance. Can communicate well with guests. Ability to transport up to 30 lbs. through a crowded room on a continuous…