Guest Services Agent

Overview

Provide courteous front desk service, handle check‑ins/outs and maximize room revenue.

Key Responsibilities

• reservation system
• pbx console
• cash handling
• package logging
• rate quoting
• guest services

Tasks

-Be aware of closed out and restricted dates. -Review Front Office log and Trace File daily. -Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards. -Answer inquires from guests regarding restaurants, transportation, entertainment, etc. -Answer guest inquires about hotel services, facilities and hours of operation in a timely manner. -Attend all hotel required meetings and trainings. -Ensure logging and delivery of packages, mail and messages to guests and meeting rooms. -Handle check-ins and checkouts in a friendly, efficient and courteous manner. -Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. -Assist guests with safe deposit boxes. -Maintain a clean work area. -Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. -Be aware of all rates, packages and special promotions as listed in the Red Book. -Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable). -Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. -Balance and prepare individual paperwork for closing of shift according to hotel standards. -Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. -Maintain and market promotions and guest programs. -Maintain a warm and friendly demeanor at all times. -Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. -Follow all cash handling and credit policies. -Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Requirements

• front desk
• computer
• high school
• customer service
• multitasking
• two-way radio

What You Bring

-Be familiar with hospitality terminology. -Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. -Experience in a hotel or a related field preferred. -Have knowledge of emergency procedures and assist as needed. -College course work in related field helpful. -Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system. -Be able to complete a bucket check, room rate verification report, and housekeeping report. -Must be able to show initiative, including anticipating guest or operational needs. -Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. -High School diploma or equivalent required. -Computer experience required. -Must be able to cross-train in other hotel related areas. -Ability to stand during entire shift. -Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. -Use proper two-way radio etiquette at all times when communicating with other employees. -Must be able to maintain confidentiality of information. -Customer Services experience preferred. -Must be able to multitask and prioritize departmental functions to meet deadlines. -Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner. -Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. -Be familiar with all in-house groups. -Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

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Benefits

-Flexible and long hours sometimes required.

About Highgate

-Specializes in identifying and unlocking value across the hospitality and real estate sectors. -Has a strong presence in major markets worldwide, with a diverse portfolio spanning luxury, boutique, and extended-stay properties. -Expertise includes hotel operations, development, asset management, and investment strategies. -Approach focuses on strategic acquisitions, partnerships, and repositioning of underperforming assets. -Notable projects include the management of high-end hotels in prime locations, ranging from urban centers to resort destinations. -Known for innovative strategies and the ability to transform and enhance real estate properties. -Continuously leverages market insights and technology to stay at the forefront of the hospitality and real estate industries.

Sector Specialisms