Guest Services Agent

Location Residence Inn Altamonte Springs 270 Douglas Ave, Altamonte Springs, FL 32714 Compensation Type Hourly Overview 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. #J-18808-Ljbffr