Guest Services Agent
$35,360,000–$36,836,800 year
On-siteMorristown, New Jersey, United States
Job Summary
Greet and welcome guests at the Front Desk while handling check-ins and checkouts in a friendly, efficient manner. Answer inquiries regarding hotel services, facilities, rates, and promotions, and assist with packages, mail, and safe deposit boxes. Operate the PBX console, Front Office computer system, and two-way radio with proper etiquette. Review daily logs, trace files, and complete shift checklists, bucket checks, and rate verification reports. Balance individual paperwork for shift closing and maintain a clean work area. Handle cash and credit transactions in accordance with policies while adhering to emergency procedures and hotel standards.
Required Qualifications
- High School diploma or equivalent
- Computer experience
- Ability to stand during entire shift
- 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 able to effectively listen to, understand, and clarify concerns raised by employees and guests
- Must be able to multitask and prioritize departmental functions to meet deadlines
- Must be able to understand and apply 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
- Must be able to cross-train in other hotel related areas
- Must be able to effectively handle problems, including anticipating, preventing, identifying and solving problems as necessary
- 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
- Flexible and long hours sometimes required
- Must be able to 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
- 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 able to effectively listen to, understand, and clarify concerns raised by employees and guests
- Must be able to multitask and prioritize departmental functions to meet deadlines
- Must be able to understand and apply 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
- Must be able to cross-train in other hotel related areas
- Must be able to effectively handle problems, including anticipating, preventing, identifying and solving problems as necessary
- Must be able to maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel
- Must be able to maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
Desired Qualifications
- College course work in related field helpful
- Experience in a hotel or a related field preferred
- Customer Services experience preferred
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