Front Desk Agent-Courtyard By Marriott Downtown Keene

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
Courtyard Keene
75 Railroad St
Keene, NH 03431
Overview
The Front Desk 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

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

Qualifications

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