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 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 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 :