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, answering guest inquiries about hotel services, facilities and hours of operation, 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, 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, ability to stand during entire shift, maintaining a warm and friendly demeanor at all times, ability to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner, ability to listen to, understand, and clarify concerns raised by employees and guests, ability to multitask and prioritize departmental functions to meet deadlines, approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner, attend all hotel required meetings and trainings, maintain regular attendance in compliance with Highgate Hotel Standards, maintain high standards of personal appearance and grooming, comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations, maximize efforts towards productivity, identify problem areas and assist in implementing solutions, ability to handle problems, including anticipating, preventing, identifying and solving problems as necessary, ability to understand and apply complex information, data, etc. from various sources to meet appropriate objectives, ability to cross-train in other hotel related areas, ability to maintain confidentiality of information, ability to show initiative, including anticipating guest or operational needs, and perform other duties as requested by management.

Benefits include medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance, 401(k) Retirement Plan with employer matching contributions, paid holidays, paid vacation, paid sick leave (provided in accordance with applicable law), employee assistance program (EAP), educational opportunities / tuition reimbursement, paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law.

For Employees Based in Washington: 8 paid holidays per year, up to 20 days of paid vacation per year, based on classification and length of service, paid sick & safe time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado: 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year, up to 20 days of paid vacation per year, based on classification and length of service, 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California: 8 paid holidays per year, up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO, paid sick time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

**The above-referenced benefits do not apply to part-time positions