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

• Greet and welcome all guests approaching the Front Desk in a friendly, professional manner, in accordance with Marriott and Highgate Hospitality standards.
• Provide excellent guest service by responding promptly and courteously to guest inquiries regarding hotel services, amenities, facilities, and hours of operation.
• Handle guest check-ins and check-outs efficiently and accurately, ensuring a positive arrival and departure experience.
• Maintain proper operation of the PBX console, answering and directing calls according to hotel standards (if applicable).
• Log, secure, and coordinate delivery of guest packages, mail, and messages to guest rooms and meeting spaces.
• Review the Front Office log book, traces, and communications daily to ensure continuity of service between shifts.
• Provide accurate information to guests regarding local restaurants, transportation options, entertainment, and area attractions.
• Follow all credit card, and financial policies in compliance with Marriott and Highgate standards.
• Maintain awareness of current room rates, packages, promotions, and special offers as outlined in the Red Book or brand systems.
• Be familiar with all in-house groups, special programs, closed-out dates, and rate restrictions.
• Obtain all required guest information when taking reservations and follow established rate-quoting and reservation procedures.
• Maintain working knowledge of hospitality terminology, policies, and procedures.
• Be knowledgeable of emergency procedures and assist guests and team members as needed.
• Use proper two-way radio etiquette and professional communication when interacting with other departments.
• Demonstrate strong proficiency in the Front Desk computer systems and related technology.
• Complete all assigned tasks and duties on the shift-specific checklist accurately and in a timely manner.
• Perform daily operational reports including, but not limited to, bucket checks, room rate verification reports, and housekeeping reports.
• Balance and prepare individual shift paperwork and reports according to hotel and brand standards.
• Promote, maintain, and enroll guests in applicable promotions and Marriott Bonvoy loyalty programs.
• Maintain a clean, organized, and professional Front Desk and work area at all times.
• Assist guests with safe deposit box access in accordance with hotel policy.

Qualifications

• High School diploma or equivalent required.
• College coursework in a related field is helpful.
• Prior hotel or hospitality experience preferred.
• Customer service experience preferred.
• Marriott systems experience, including FOSSE training, strongly preferred but not required.
• Computer experience required, including the ability to learn new systems.
• Flexible availability required; long hours, weekends, and holidays may be necessary based on business needs.
• Ability to perform light work, including exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently to lift, carry, push, pull, or otherwise move objects.
• Ability to stand for the duration of the assigned shift.
• Maintain a warm, professional, and friendly demeanor at all times.
• Ability to communicate effectively, both verbally and in writing, with guests and employees at all levels in a courteous and service-oriented manner.
• Strong listening skills with the ability to understand, clarify, and resolve concerns raised by guests and team members.
• Ability to multitask, prioritize responsibilities, and meet deadlines in a fast-paced environment.
• Approach all guest and employee interactions in an attentive, friendly, and service-focused manner.
• Attend all required hotel meetings and training sessions.
• Maintain regular and reliable attendance in compliance with Highgate Hotel Standards and scheduling requirements, which may vary based on operational needs.
• Maintain high standards of personal appearance and grooming, including proper uniform and nametag compliance.
• Adhere to Highgate Hotel Standards and safety regulations to support efficient and safe hotel operations.
• Demonstrate initiative by anticipating guest needs and identifying opportunities for improved efficiency or service.
• Ability to effectively handle problems by anticipating, identifying, and resolving issues as needed.
• Ability to understand and apply detailed information, policies, and procedures from multiple sources.
• Willingness and ability to cross-train in other hotel departments as required.
• Maintain confidentiality of guest, employee, and company information at all times.
• Perform other duties as assigned by management.