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Guest Services Agent

Provide courteous and efficient front desk service to enhance guest experience
New York
Entry Level
yesterday
Highgate Hotels

Highgate Hotels

A leading hospitality management and investment company with a diverse portfolio of properties across the United States and beyond.

37 Similar Jobs at Highgate Hotels

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 (if applicable).
  • Answering guest inquiries 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 the Front Office log and Trace File daily.
  • 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 and OPERA CLOUD experience are required.
  • Customer Services experience is preferred.
  • Flexible and long hours are 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 the entire shift.
  • Maintaining a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and in writing, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be 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.
  • 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.
  • Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
  • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to cross-train in other hotel related areas.
  • Must be able to maintain confidentiality of information.
  • Must be able to show initiative, including anticipating guest or operational needs.
  • Performing other duties as requested by management.
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Guest Services Agent
New York
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About Highgate Hotels
A leading hospitality management and investment company with a diverse portfolio of properties across the United States and beyond.