Guest Services Agent Jobs

Compensation Type

Hourly

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu. Highgate also has a key presence in Barcelona. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location

Hilton Garden Inn Key West / The Keys Collection is a brand new hotel that debuted in Key West, the southernmost city in the continental USA, in April 2016. This upscale hotel is set at the entry point of Key West on North Roosevelt Boulevard and is convenient to the island's best attractions such as Old Town, Mallory Square, Smathers Beach and the Hemingway House. The hotel is also close to Duval Street, the center of the action, where Key West's best restaurants, bars, nightlife and shopping reside. Boasting 141 brand new guest rooms, the hotel's facilities include a restaurant, indoor and outdoor bars, pool and Concierge desk, plus an abundance of complimentary amenities.

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

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

Qualifications

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