Guest Services Agent Jobs

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

The Elser Hotel & Residences is a 49-story luxury condominium hotel located in Downtown Miami. The newly completed tower offers 646 fully furnished rooms/residences, over 19,000 square feet of curated amenities and 5,000 square feet of prime retail space. Named after the iconic Elser Pier, which was built in the 1900s and became the premier place for locals and visitors to enjoy the magical shoreline of Biscayne Bay in downtown Miami, The Elser Hotel & Residences will continue this tradition.

Overview

The Guest Service 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

• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Maintain a clean work area.
• 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.
• Have knowledge of emergency procedures and assist as needed.
• Review Front Office log and Trace File daily.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Follow all cash handling and credit policies.
• Be familiar with hospitality terminology.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Assist guests with safe deposit boxes.
• Be aware of closed out and restricted dates.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.

Qualifications

• College course work in related field helpful.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Computer experience required.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be able to cross-train in other hotel related areas.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Flexible and long hours sometimes required.
• Customer Services experience preferred.
• Experience in a hotel or a related field preferred.
• 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 effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to show initiative, including anticipating guest or operational needs.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• High School diploma or equivalent required.
• Attend all hotel required meetings and trainings.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Ability to stand during entire shift.
• Maintain a warm and friendly demeanor at all times.
• 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.
• Perform other duties as requested by management.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• 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.