Guest Services Agent

Highgate Hotels • Las Vegas, NV

10d • Onsite

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to guests from check-in through their stay and checkout, while helping maximize room revenue and occupancy. The role works at the Front Desk and supports hotel operations by responding to guest inquiries, managing reservations and guest communications, processing transactions, and completing shift procedures according to hotel standards. The position is at the Renaissance, a 548-room smoke-free, non-gaming hotel in Las Vegas.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Must communicate effectively, verbally and in writing, with employees and guests at all levels 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.
• Must be able to understand and apply complex information and data from various sources to meet objectives.
• Must be able to maintain confidentiality of information.
• Must be able to stand for the entire shift.
• Must be able to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must maintain a warm and friendly demeanor.

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 in accordance with Highgate Hotel standards.
• Maintain proper operation of the PBX console and ensure hotel standards are met, if applicable.
• Answer guest inquiries about hotel services, facilities, and hours of operation 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.
• Answer guest inquiries about restaurants, transportation, entertainment, and other local information.
• Follow cash-handling and credit policies.
• Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
• Obtain required information for room reservations and follow the rate-quoting scenario.
• Maintain familiarity with hospitality terminology and 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 in a timely and efficient manner.
• Complete bucket checks, room-rate verification reports, and housekeeping reports.
• Balance and prepare individual 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.
• Attend required hotel meetings and training, maintain regular attendance, and uphold personal appearance and grooming standards, 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 implementing solutions.
• Anticipate, prevent, identify, and resolve problems as necessary.
• Cross-train in other hotel-related areas and maintain the confidentiality of information.
• Show initiative by anticipating guest and 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, personal, medical, and military leave in accordance with applicable law
• Location-specific paid leave and vacation provisions for employees based in Washington, Colorado, and California

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED