Front Desk Agent

Highgate Hotels•New Orleans, LA

4d•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 is at a luxury hotel in New Orleans’ Arts District and French Quarter and includes front desk, guest assistance, reservation, communication, and shift-closing duties. The agent is expected to follow Highgate Hotel standards, maintain a professional and welcoming demeanor, and support safe and efficient hotel operations.

Requirements

High school diploma or equivalent required.
Computer experience required.
Ability to communicate effectively verbally and in writing with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to understand and apply complex information and data from various sources.
Ability to maintain confidentiality of information.
Ability to stand for the entire shift.
Ability to lift, carry, push, pull, or otherwise move objects weighing up to 20 pounds occasionally and up to 10 pounds frequently or constantly.
Maintain a warm, attentive, friendly, courteous, and service-oriented demeanor.

Nice To Haves

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

Responsibilities

Greet and welcome guests at the Front Desk according to hotel standards.
Operate the PBX console as applicable and meet hotel standards.
Answer guest questions about hotel services, facilities, hours, restaurants, transportation, and entertainment.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
Follow cash-handling and credit policies.
Stay informed about rates, packages, promotions, in-house groups, and closed or restricted dates.
Gather required information for room reservations and follow the rate-quoting process.
Follow emergency procedures and assist as needed.
Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with employees.
Operate relevant aspects of the Front Desk computer system.
Complete shift-checklist tasks and duties on time and efficiently.
Complete bucket checks, room-rate verification reports, and housekeeping reports.
Balance and prepare paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Keep the work area clean.
Assist guests with safe deposit boxes.
Attend required hotel meetings and trainings.
Maintain regular attendance and high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
Comply with hotel standards and regulations to support safe and efficient operations.
Promote productivity, identify problem areas, and assist with solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as needed.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest and operational needs.
Perform other duties as requested by management.