Guest Service Ambassador

Highgate Hotels•Boston, MA

39d•Onsite

About The Position

The Guest Service Ambassador 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.

Requirements

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

Responsibilities

Greet and welcome all guests approaching the Front Desk.
Follow all standards required by the Forbes Five Star service such as: Must use guest name Must show genuine interest Must demonstrate anticipatory service Must close interactions appropriately Must smile and maintain engaging expression
Maintain proper operation of the computer and telephone console and ensure that all hotel standards are met (if applicable).
Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
Review Front Office log and Trace File daily.
Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
Follow all cash handling and credit policies as per Highgate standards and PCI compliance.
Be aware of all rates, packages and special promotions.
Be familiar with all in-house groups.
Be aware of closed out and restricted dates.
Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
Be familiar with hospitality terminology and usage of luxury language as per Forbes standards.
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.
Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
Be able to complete credit 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 room upselling programs.
Maintain a clean work area.
Assist guests with safe deposit boxes.
Complete daily shift checklist.
Perform other duties as requested by management.