Guest Services Agent Jobs

Hourly

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.

La Quinta Inn Cleveland - Airport North

4222 W. 150 Street

Cleveland, OH 44135

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.

• Have knowledge of emergency procedures and assist as needed.
• 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.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Must be able to cross-train in other hotel related areas.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Attend all hotel required meetings and trainings.
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Be familiar with all in-house groups.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• 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.
• Flexible and long hours sometimes required.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Review Front Office log and Trace File daily.
• Be familiar with hospitality terminology.
• Assist guests with safe deposit boxes.
• Maintain a clean work area.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• 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.
• Customer Services experience preferred.
• Perform other duties as requested by management.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Maintain and market promotions and guest programs.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• High School diploma or equivalent required.
• Be aware of closed out and restricted dates.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Must be able to show initiative, including anticipating guest or operational needs.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Experience in a hotel or a related field preferred.
• Follow all cash handling and credit policies.
• College course work in related field helpful.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Must be able to maintain confidentiality of information.
• Maintain a warm and friendly demeanor at all times.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Ability to stand during entire shift.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.