Guest Services Agent

Description

• Greet and welcome all guests at the Front Desk per Highgate standards.
• Operate the PBX console and ensure compliance with hotel standards.
• Respond promptly to guest inquiries about services, facilities, and operating hours.
• Log and deliver packages, mail, and messages to guests and meeting rooms.
• Review the Front Office log and Trace File daily.
• Provide guests with information on restaurants, transportation, and entertainment.
• Follow all cash handling and credit policies.
• Stay informed about rates, packages, promotions, in‑house groups, and restricted dates.
• Accurately take room reservations and apply the appropriate rate‑quoting scenario.
• Apply hospitality terminology and emergency procedures as needed.
• Perform check‑ins and check‑outs efficiently and courteously.
• Complete shift checklist tasks, including bucket checks, rate verification, and housekeeping reports.
• Balance and prepare paperwork for shift closing according to hotel standards.
• Promote promotions and guest programs.
• Maintain a clean work area and assist with safe deposit boxes.
• Listen actively, clarify concerns, and resolve guest or employee issues.
• Multitask and prioritize departmental functions to meet deadlines.
• Attend all required meetings and trainings with regular attendance.
• Maintain personal appearance, uniform, and nametag in line with hotel standards.
• Comply with safety, confidentiality, and operational regulations.
• Identify productivity improvements and assist in implementing solutions.
• Cross‑train in other hotel areas and show initiative in anticipating needs.

Requirements

Success in this role requires strong communication, multitasking, and problem‑solving abilities, adherence to hotel standards, and the flexibility to work varied hours. Employees must maintain a professional appearance, attend required trainings, and uphold confidentiality and safety protocols.

• Use two‑way radio etiquette when communicating with staff.
• Operate the Front Desk computer system proficiently.
• Hold a high school diploma or equivalent; college coursework in a related field is helpful.
• Possess computer proficiency and customer service experience; hotel experience preferred.
• Ability to stand throughout the shift and lift up to 20 lb occasionally.
• Exhibit a warm, friendly demeanor and effective verbal and written communication.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance