Guest Services Agent

Guest Service 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 that all hotel standards are met, answering guest inquires 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 inquires 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, and assisting guests with safe deposit boxes.

Qualifications include college course work in related field helpful, experience in a hotel or a related field preferred, high school diploma or equivalent required, computer experience required, customer services experience preferred, flexible and long hours sometimes required, 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, ability to stand during entire shift, maintaining a warm and friendly demeanor at all times, being able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner, being able to listen to, understand, and clarify concerns raised by employees and guests, being able to multitask and prioritize departmental functions to meet deadlines, attending all hotel required meetings and trainings, maintaining regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel, maintaining high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag, complying with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations, maximizing efforts towards productivity, identifying problem areas and assisting in implementing solutions, being effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary, being able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives, being able to cross-train in other hotel related areas, being able to maintain confidentiality of information, and being able to show initiative, including anticipating guest or operational needs.