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The Bellevue Hotel - Middle City East, PA

posted about 1 month ago

Full-time
Middle City East, PA

About the position

The Front Office Agent at Highgate Hotels is responsible for delivering exceptional service to guests during their stay, from check-in to checkout. This role focuses on maximizing room revenue and occupancy while ensuring a welcoming and efficient experience for all guests. The agent will handle inquiries, manage reservations, and maintain a clean and organized work area, all while adhering to company standards and policies.

Responsibilities

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

Requirements

  • High School diploma or equivalent required.
  • Experience in a hotel or a related field preferred.
  • Computer experience required.
  • Customer service experience preferred.
  • Maintain a warm and friendly demeanor at all times.
  • Effective verbal and written communication skills with all levels of employees and guests.
  • Ability to multitask and prioritize departmental functions to meet deadlines.
  • Regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
  • High standards of personal appearance and grooming, including wearing the proper uniform and nametag.
  • Ability to handle problems effectively, including anticipating, preventing, identifying, and solving issues.

Nice-to-haves

  • College course work in a related field helpful.
  • Ability to cross-train in other hotel-related areas.
  • Ability to maintain confidentiality of information.
  • Show initiative, including anticipating guest or operational needs.
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