Front Desk 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. With a 30-year track record as an innovator in the hospitality industry, Highgate provides expert guidance through all stages of the property cycle and manages a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts.

About the role

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

• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages, and special promotions as listed in the Red Book.
• Be familiar with all in-house groups and closed out/restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology and emergency procedures; assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with other employees.
• Operate all relevant aspects of the Front Desk computer system.
• Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Multitask and prioritize departmental functions to meet deadlines.
• Handle problems, including anticipating, preventing, identifying, and solving them as necessary.
• Understand and apply complex information from various sources to meet objectives.
• Cross-train in other hotel-related areas.
• Maintain confidentiality of information and show initiative in anticipating guest or operational needs.
• Perform other duties as requested by management.

Requirements

• High School diploma or equivalent required.
• College coursework in a related field helpful.
• Experience in a hotel or related field preferred.
• Computer experience required.
• Customer service experience preferred.

Skills

• Maintain a warm and friendly demeanor at all times.
• Effectively communicate verbally and in writing with employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Listen, understand, and clarify concerns raised by employees and guests.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Maximize efforts toward productivity, identify problem areas, and assist in implementing solutions.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.