Guest Services Agent

About the Company

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 specializes in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts.

Location

La Quinta Phoenix - Scottsdale
8888 East Shea Boulevard
Scottsdale, AZ 85260

About the Role

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 accordance with Highgate Hotel standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• 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.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and 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.
• Maintain regular attendance in compliance with Highgate Hotel Standards.
• Attend all hotel-required meetings and trainings.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts toward productivity, identify problem areas, and assist in implementing solutions.
• Handle problems effectively, including anticipating, preventing, identifying, and solving issues as necessary.
• Understand and apply complex information from various sources to meet appropriate objectives.
• Cross-train in other hotel-related areas.
• Maintain confidentiality of information.
• Show initiative, including 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.
• Flexible and long hours 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 entire shift.

Skills

• Effective communication (verbal and written) with employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Active listening to understand and clarify concerns raised by employees and guests.
• Multitasking and prioritizing departmental functions to meet deadlines.
• Approaching all encounters with guests and employees in a service-oriented manner.
• Problem-solving, including anticipating, preventing, identifying, and resolving issues.
• Understanding and applying complex information from various sources.
• Maintaining confidentiality and showing initiative.