Guest Services Agent
$64,438,400–$85,924,800 year
On-siteNew York City, New York, United States or New York, United States
Job Summary
Greet and welcome all guests at the Front Desk while handling check-ins, checkouts, and answering inquiries regarding hotel services, facilities, and local transportation. Maintain proper PBX console operation, manage package and mail delivery, and review daily Front Office logs and Trace Files. Process room reservations, verify rates against the Red Book, and balance shift paperwork to ensure accurate closing. Operate the Front Desk computer system, complete bucket checks and housekeeping reports, and assist guests with safe deposit boxes. Use proper two-way radio etiquette and maintain a clean work area while adhering to all hotel standards and emergency procedures.
Required Qualifications
- High School diploma or equivalent
- Computer experience
- OPERA CLOUD experience
- Flexible and long hours
- 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 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
- 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
Desired Qualifications
- College course work in related field
- Experience in a hotel or a related field
- Customer Services experience
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