Guest Services Agent

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. The company is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues.

Perfectly situated on famous Peachtree Street in downtown Atlanta, The Candler Hotel, a member of Curio Collection by Hilton, is a 17-story high-rise originally built in 1906 by Coca-Cola magnate Asa Griggs Candler. The boutique-style hotel features 265 guestrooms and suites, a library, a gym outfitted by Peloton, and 6,000-sq. ft. of event space. Its signature restaurant and bar, By George, is led by local celebrity chef Hugh Acheson.

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 and emergency procedures; 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 and assist guests with safe deposit boxes.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
• 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 towards productivity, identify problem areas, and assist in implementing solutions.
• Effectively handle problems, including anticipating, preventing, identifying, and solving them as necessary.
• Understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Cross-train in other hotel-related areas.
• Maintain confidentiality of information and 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 all levels of 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 an attentive, friendly, courteous, and service-oriented manner.
• Problem-solving, including anticipating, preventing, identifying, and resolving issues.
• Understanding and applying complex information and data from various sources.
• Maintaining a warm and friendly demeanor at all times.