Guest Services Agent/Front Desk ($500 Bonus After 90 Days!)

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
An authentic Arizona experience awaits at the Scottsdale Plaza Resort, where 40 lush acres and 50,000 square feet of flexible event space provide a perfect, palm-lined retreat for family getaways, business meetings and milestone celebrations. Five pools, a full-service salon and day spa, and nearby championship golf set the stage for memorable experiences framed by elegant Spanish Mission-inspired architecture, fragrant gardens filled with desert flowers, and stunning views of Camelback and Mummy Mountain.
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

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

Qualifications

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