Guest Services Agent

Guest Services Agent

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities include :

• Greeting and welcoming all guests approaching the Front Desk in accordance with Highgate Hotel standards.
• Maintaining proper operation of the PBX console and ensuring all hotel standards are met.
• Answering guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Ensuring logging and delivery of packages, mail, and messages to guests and meeting rooms.
• Reviewing Front Office log and Trace File daily.
• Answering inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Following all cash handling and credit policies.
• Being aware of all rates, packages, and special promotions as listed in the Red Book.
• Being familiar with all in-house groups.
• Being aware of closed out and restricted dates.
• Obtaining all necessary information when taking room reservations and following the rate-quoting scenario.
• Being familiar with hospitality terminology.
• Having knowledge of emergency procedures and assisting as needed.
• Handling check-ins and checkouts in a friendly, efficient, and courteous manner.
• Using proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehending and being able to operate all relevant aspects of the Front Desk computer system.
• Being able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Being able to complete a bucket check, room rate verification report, and housekeeping report.
• Balancing and preparing individual paperwork for closing of shift according to hotel standards.
• Maintaining and marketing promotions and guest programs.
• Maintaining a clean work area.
• Assisting guests with safe deposit boxes.

Qualifications include :

Highgate Hotels and its subsidiary companies will provide equal employment opportunities to all applicants without regard to an applicant's race, color, age, religion, sex, national origin, disability, genetic information, uniformed services, veteran status, sexual orientation, gender identity and expression, or any other legally protected classification. Highgate Hotels will provide reasonable accommodations to allow an applicant to participate in the hiring process if so requested.