Substitute Guest Services Agent
$68,348,800–$68,348,800 year
On-siteNew York City, New York, United States or New York, United States
Job Summary
Greet and welcome all guests approaching the Front Desk, handling check-ins and checkouts in a friendly, efficient, and courteous manner. Answer guest inquiries regarding hotel services, facilities, hours of operation, restaurants, transportation, and entertainment while maintaining proper PBX console operation. Review the Front Office log and Trace File daily, ensure logging and delivery of packages, mail, and messages, and balance individual paperwork for shift closing. Operate the Front Desk computer system, obtain necessary information for room reservations, and complete bucket checks, room rate verification reports, and housekeeping reports. Maintain a clean work area, assist guests with safe deposit boxes, and use proper two-way radio etiquette. Follow all cash handling and credit policies, stay aware of rates, packages, promotions, and closed-out dates, and attend all required meetings and trainings.
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 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
- 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
Desired Qualifications
- College course work in related field
- Experience in a hotel or a related field
- Customer Services experience
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