Guest Services Agent PM Shift

Highgate Hotels • Greenwood Village, CO

1d • Onsite

About The Position

The Guest Services 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 position is at Residence Inn Denver Tech Center in Greenwood Village, Colorado, and is designated as a PM shift. The role includes front desk and guest communications, reservation support, handling guest requests and transactions, completing shift paperwork, and following hotel safety and service standards.

The agent must maintain a warm, friendly, service-oriented demeanor; communicate effectively with guests and employees; and be able to stand for the entire shift. Flexible and long hours are sometimes required. The position involves light physical work, including occasionally exerting up to 20 pounds of force and frequently or constantly exerting up to 10 pounds to move objects.

Highgate offers full-time associates a benefits package that includes medical, dental, vision, life, and disability insurance; a 401(k) plan with employer matching; paid holidays, vacation, and sick leave; an employee assistance program; educational opportunities and tuition reimbursement; and certain types of paid leave. Benefits may vary by location, applicable law, and collective bargaining agreement. The posting states that the listed benefits do not apply to part-time positions.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Ability to effectively communicate verbally and in writing with employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to understand and apply complex information and data from various sources to meet objectives.
• Ability to maintain confidentiality of information.
• Ability to stand during the entire shift.
• Ability to perform light work, exerting up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly to move objects.
• Maintain a warm and friendly demeanor and high standards of personal appearance and grooming.
• Flexible and long hours are sometimes required.

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 according to Highgate Hotel standards.
• Maintain proper operation of the PBX console and meet hotel standards, if applicable.
• Answer questions about hotel services, facilities, and operating hours 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 or restricted dates.
• Obtain required information when taking room reservations and follow the rate-quoting scenario.
• 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 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 comply with grooming, uniform, nametag, safety, and operating standards.
• Promote productivity, identify problem areas, and assist with solutions; anticipate, prevent, identify, and resolve problems as necessary.
• Cross-train in other hotel-related areas, maintain confidentiality, and anticipate 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

What This Job Offers

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