Guest Services Agent
Highgate
Provide courteous front desk service, handle check‑ins/check‑outs, and assist guests.
4 days ago ago
Junior (1-3 years), Expert & Leadership (13+ years)
Full Time
Atlanta, GA
Onsite
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
check‑ins
check‑outs
reservations
cash handling
pbx operations
package logging
- Be aware of all rates, packages and special promotions as listed in the Red Book.
- Follow all cash handling and credit policies.
- Maintain a clean work area.
- Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Maintain a warm and friendly demeanor at all times.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
- Review Front Office log and Trace File daily.
- Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
- Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
- Maintain and market promotions and guest programs.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
- Be aware of closed out and restricted dates.
- Attend all hotel required meetings and trainings.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
- Assist guests with safe deposit boxes.
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Handle check-ins and checkouts in a friendly, efficient and courteous manner.
What you bring
computer
front desk
high school
customer service
problem solving
multitasking
- Be familiar with all in-house groups.
- Computer experience required.
- 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.
- 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.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to maintain confidentiality of information.
- Have knowledge of emergency procedures and assist as needed.
- Ability to stand during entire shift.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Customer Services experience preferred.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
- 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.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Use proper two-way radio etiquette at all times when communicating with other employees.
- College course work in related field helpful.
- Experience in a hotel or a related field preferred.
- High School diploma or equivalent required.
- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to cross-train in other hotel related areas.
- Be familiar with hospitality terminology.
- Flexible and long hours sometimes required.
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Interview process
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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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