Guest Services Agent

Highgate Hotels

6d

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 helping maximize room revenue and occupancy. The role is based at a newly built 233-room hotel near Condado and its beach, with ocean-view rooms and suites, a rooftop bar, and a pool.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• College coursework in a related field is helpful.
• Experience in a hotel or related field preferred.
• Customer service experience preferred.
• Must communicate effectively, verbally and in writing, with employees and guests in a courteous, attentive, and service-oriented manner.
• Must listen to, understand, and clarify concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Must understand and apply complex information and data from various sources.
• Must maintain a warm and friendly demeanor.
• 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 move objects.

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.
• Maintain the PBX console when applicable and meet hotel operating standards.
• Respond promptly to 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-out or restricted dates.
• Obtain required information for room reservations and follow rate-quoting procedures.
• Apply hospitality terminology and know emergency procedures; 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 functions of the Front Desk computer system.
• Complete shift-checklist duties promptly 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 and assist guests with safe deposit boxes.
• Attend required hotel meetings and training, maintain regular attendance, and comply with hotel standards and regulations.
• Maintain a professional appearance and grooming, including wearing the proper uniform and nametag.
• Support productivity, identify problem areas, and help implement solutions.
• Handle problems by anticipating, preventing, identifying, and resolving them as needed.
• Cross-train in other hotel-related areas, maintain confidentiality, and anticipate guest or operational needs.
• Perform other duties 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

What This Job Offers

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