Front Desk Agent/Night Auditor

Highgate Hotels•Las Vegas, NV

10d•Onsite

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout while maximizing room revenue and occupancy. The role also prepares Starbucks drinks for guests upon request and cleans the Starbucks area as needed. The employee must work at least two Night Audit shifts per week, from 11 P.M. to 7 A.M.; additional Night Audit shifts may be required based on hotel needs. The position is at Courtyard Las Vegas in Las Vegas, Nevada. The agent handles front desk operations, guest inquiries and requests, reservations, cash and credit procedures, shift documentation, and related hotel duties while following Highgate Hotel standards. The role requires maintaining a clean work area, attending required meetings and training, and supporting safe and efficient hotel operations.

Requirements

High school diploma or equivalent required.
Computer experience required.
Ability to stand for the entire shift.
Ability to perform light work, including exerting up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Maintain a warm and friendly demeanor.
Communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, courteous, and service-oriented manner.
Listen to, understand, and clarify concerns raised by employees and guests.
Multitask and prioritize departmental functions to meet deadlines.
Understand and apply complex information and data from various sources to meet objectives.
Maintain confidentiality of information.
Work flexible and sometimes long hours, including at least two weekly Night Audit shifts from 11 P.M. to 7 A.M.

Nice To Haves

College coursework in a related field is helpful.
Experience in a hotel or related field is preferred.
Customer service experience is preferred.

Responsibilities

Greet and welcome guests at the Front Desk according to Highgate Hotel standards.
Operate the PBX console and ensure applicable hotel standards are met.
Answer guest inquiries about hotel services, facilities, and operating hours in a timely manner.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
Respond to questions about restaurants, transportation, entertainment, and other local information.
Follow cash-handling and credit policies.
Stay informed about rates, packages, promotions, in-house groups, and closed or restricted dates.
Obtain required information when taking room reservations and follow the rate-quoting process.
Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with other employees.
Operate relevant aspects of the Front Desk computer system.
Complete shift-checklist tasks and duties in a timely and efficient manner.
Complete bucket checks, room-rate verification reports, and housekeeping reports.
Balance and prepare shift-closing paperwork according to hotel standards.
Maintain and promote hotel promotions and guest programs.
Keep the work area clean and assist guests with safe deposit boxes.
Prepare Starbucks drinks for guests upon request and clean the Starbucks area as needed.
Work at least two Night Audit shifts per week from 11 P.M. to 7 A.M.; work additional shifts when hotel needs require.
Attend required hotel meetings and training.
Maintain regular attendance and high standards of personal appearance and grooming, including wearing the proper uniform and name tag.
Comply with Highgate Hotel standards and regulations to support safe and efficient operations.
Support productivity, identify problem areas, and assist with implementing solutions.
Handle, anticipate, prevent, identify, and resolve problems as necessary.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest or operational needs.
Perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law