Guest Services Agent

Highgate Hotels•Morristown, NJ

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to guests at check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role supports Front Desk operations, responds to guest questions and requests, handles reservations and guest communications, and follows hotel procedures and standards. The position requires a warm, service-oriented demeanor, effective communication, and the ability to manage multiple tasks and priorities.

Requirements

High school diploma or equivalent required.
Computer experience required.
Maintain a warm and friendly demeanor.
Effectively communicate verbally and in writing with employees and guests at all levels in an attentive, friendly, 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.
Stand during the entire shift.
Light physical work: 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.

Nice To Haves

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

Responsibilities

Greet and welcome guests approaching the Front Desk in accordance with hotel standards.
Maintain proper operation of the PBX console, if applicable, and ensure hotel standards are met.
Answer questions 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 questions about restaurants, transportation, entertainment, and other local services.
Follow cash-handling and credit policies.
Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Obtain necessary information for room reservations and follow the rate-quoting scenario.
Maintain knowledge of hospitality terminology and emergency procedures, and assist as needed.
Handle guest 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 in a timely and efficient manner.
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 trainings and maintain regular attendance as required by scheduling.
Maintain 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.
Maximize productivity, identify problem areas, and assist in implementing solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as needed.
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 (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law