Front Desk Agent

Front Office Agent

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

The Front Office 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:

• 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:

• College course work in a related field is helpful.
• Experience in a hotel or a related field is preferred.
• High School diploma or equivalent is required.
• Computer experience is required.
• Customer services experience is preferred.
• Maintaining a warm and friendly demeanor at all times.
• Being able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Being effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Being able to multitask and prioritize departmental functions to meet deadlines.
• Approaching all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• 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.
• Being able to show initiative, including anticipating guest or operational needs.
• Performing other duties as requested by management.