Guest Services Agent FT

Highgate Hotels•Carolina, PR

15h

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 supports front desk operations, responds to guest questions and requests, handles reservations and payments according to hotel policies, and helps maintain a safe, efficient, and welcoming hotel environment.

Requirements

High school diploma or equivalent required.
Computer experience required.
Must be able to 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 appropriate objectives.
Must be able to maintain confidentiality of information.
Must be able to stand during 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.

Nice To Haves

College course work 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 and ensure hotel standards are met, if applicable.
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 information.
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 when taking 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 other employees.
Operate relevant aspects of the Front Desk computer system.
Complete all tasks and duties on the shift checklist in a timely and efficient manner.
Complete bucket checks, room rate verification reports, and housekeeping reports.
Balance and prepare individual 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 encourage safe and efficient operations.
Contribute to productivity, identify problem areas, and assist with implementing solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as necessary.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest or 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