Front Desk Agent

Responsibilities

• Welcome guests in a warm, professional, and service-oriented manner throughout all interactions.
• Handle guest check-ins, checkouts, room assignments, and reservation inquiries efficiently and accurately.
• Provide guests with information regarding hotel services, resort amenities, dining outlets, transportation, activities, and local attractions.
• Accurately process cash, credit card, and other payment transactions in accordance with company policies and procedures.
• Aid with room reservations, modifications, cancellations, and special guest requests while maximizing room revenue opportunities.
• Maintain knowledge of occupancy status, restricted dates, availability, and daily operational changes.
• Utilize the property management system and other hotel systems accurately and efficiently.
• Complete shift checklists, bucket checks, reports, room verifications, and end-of-shift balancing procedures in a timely manner.
• Cook up with Housekeeping, Valet, Engineering, and other departments to ensure seamless guest experiences.
• Respond promptly and professionally to guest concerns, service requests, and operational issues.
• Maintain guest confidentiality and protect sensitive guest information at all times.
• Utilize proper radio and internal communication etiquette when communicating with team members.
• Maintain a clean, organized, and professional front desk and lobby environment.
• Assist guests with safe deposit boxes and other security-related services as needed.
• Maintain knowledge of emergency procedures and support hotel safety initiatives.

Qualifications

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level 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.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist 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.