Reception Agent

Responsibilities

• Greet and welcome all guests approaching the Front Desk in accordance with The Atlas Hotel standards.
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Answer inquires from guests and assist with reservations for local restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting SOP.
• Be familiar with hospitality terminology.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Answer telephone console.
• Respond to calls from the intercom system and grant access at the service entrance.
• Aid Front Office team with set up and take down for lobby activations (coffee, tea, games, etc.).
• Operate Relay devices efficiently and professionally in communicating with hotel staff.
• Ensure the proper use of radio etiquette within the hotel.
• Report maintenance issues in Alice and to MOD.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs including upsells and upgrades.
• Store luggage for arrivals and departures with luggage tags, as needed.
• Escort guests to rooms and familiarize them with hotel services and amenities (hours of outlets, exercise room, etc.), according to Forbes Standards.
• Inspect guest’s room to ensure it is in order and that supplies are adequate.
• Assist with delivering packages, mail and messages to guests and meeting rooms, log in Bounte.
• Fluff pillows in lobby area as per The Atlas Hotel Style Guide.
• Maintain a clean, organized work area.
• Communicate and collaborate consistently with the Sales, Housekeeping, Reservations, and Accounting teams to ensure smooth operations.
• Stay up to date by regularly reading emails and keeping informed of all hotel- and guest-related updates.
• Follow emergency procedures and assist as described.
• Use the Alice application to report Housekeeping and Maintenance issues.
• Ensure outstanding overall guest satisfaction.
• Protect guest privacy and security by following Highgate procedures.

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 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.
• 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.
• Attend all hotel required meetings and trainings.
• 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.
• 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 evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.