Front Desk Agent- The Westin Hotel & Spa

Compensation Type
Hourly
Highgate Hotels
Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com .
Location Overview
The Front Office 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

• Follow all cash handling and credit policies.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Have knowledge of emergency procedures and assist as needed.
• Assist guests with safe deposit boxes .
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Be familiar with all in-house groups.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Be familiar with hospitality terminology.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be aware of all rates, packages and special promotions as listed in the Red Book.

Qualifications

• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• College course work in related field helpful.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• High School diploma or equivalent required.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• 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.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Must be able to show initiative, including anticipating guest or operational needs.
• Computer experience required.
• Perform other duties as requested by management .
• Customer Services experience preferred.
• Must be able to cross-train in other hotel related areas.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Experience in a hotel or a related field preferred.
• Maintain a warm and friendly demeanor at all times.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to maintain confidentiality of information.
• 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 multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.