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Guest Services Lead
Highgate
Assists Guest Services Manager in providing excellent service to guests and maximizing room revenue.
13d ago
Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years), Intermediate (4-7 years)
Full Time
New Orleans, LA
Office Full-Time
Company Size
2,000 Employees
Service Specialisms
Hospitality
Real Estate Investment
Asset Management
Property Development
Hotel Management
Investment Management
Sector Specialisms
No specialisms available
Role
What you would be doing
guest interaction
pbx maintenance
room monitoring
task completion
communication
document management
- Responsible for issued house bank.
- Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable.
- Help maintain productivity levels at or above budgeted standards.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
- Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Monitor key control to maintain hotel security.
- Answer all guest inquiries in a timely and professional nature.
- Be aware of all closed out and restricted dates.
- Assist the G.S.M. in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).
- Attend all hotel required meetings and trainings.
- Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
- Be involved in departmental meeting, planning and execution.
- Assist in training and cross training of new hires and current employees on a regular basis.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Be aware of all rates, packages, and promotions currently underway as listed in the Red Book.
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
- Run room status reports in a timely manner and relay necessary information to affected departments and individuals.
- Maintain a warm and friendly demeanor at all times.
- Follow and enforce all Highgate Hotel hotel credit policies.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Review Front Office log and Trace File daily.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. Monitor all VIP and special guest requests.
- Ensure the maximization of room revenue through Rooms Merchandising.
- Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
What you bring
front desk
driver's license
communication
problem solving
3 years experience
multitasking
- Fully comprehend and operate all relevant aspects of the Front Desk computer system.
- Must have a valid driver's license for the applicable state.
- 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.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- At least 2 to 3 years of progressive experience in a hotel or a related field required.
- Be familiar with all in-house groups.
- 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 able to perform all duties of Guest Services Agent.
- College course work in related field helpful.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Previous supervisory responsibility preferred.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- High School diploma or equivalent required.
- Have knowledge of and assist in all emergency procedures as required.
- Flexible and long hours sometimes required.
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- yes, background checks will be conducted as required by highgate hotel standards.
Company
Overview
Founded 1988
Year Established
The company was established in 1988 and has since grown into a global leader in investment and hospitality management.
- 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.
- Commitment to excellence in hospitality
- Innovation through technology and operational efficiency
- Creating memorable guest experiences
- A culture of respect, integrity, and professionalism
- Collaborative team environment
2050
Net Zero Emissions Target
The company aims to achieve net zero carbon emissions by this year, marking a significant milestone in its sustainability journey.
- Commitment to reducing carbon footprint
- Investment in energy-efficient technologies
- Water conservation programs
- Sustainable sourcing and waste reduction efforts
- Focus on creating an inclusive and diverse workforce
- Gender balance initiatives, with a focus on leadership roles
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