Night Audit

Highgate Hotels • Mesa, AZ

17d • Onsite

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 is at La Quinta Mesa Superstition Springs in Mesa, Arizona. The associate handles front desk operations, guest inquiries, reservations, cash and credit procedures, shift paperwork, and other tasks needed to support safe and efficient hotel operations. The posting notes that flexible and long hours may sometimes be required.

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.
• 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.
• Must maintain a warm, friendly, attentive, courteous, and service-oriented 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 approaching 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 necessary information when taking room reservations and follow the rate-quoting scenario.
• Maintain knowledge of hospitality terminology and emergency procedures, and assist during emergencies 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 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.
• Maintain a clean work area and assist guests with safe deposit boxes.
• Attend required hotel meetings and trainings, maintain regular attendance, and meet personal appearance and grooming standards, including wearing the proper uniform and nametag.
• Comply with Highgate Hotel standards and regulations to encourage safe and efficient hotel operations.
• Work toward productivity, identify problem areas, and assist in implementing solutions.
• Handle problems by anticipating, preventing, identifying, and resolving them as necessary.
• Cross-train in other hotel-related areas, maintain confidentiality, and 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
• Additional location-specific paid holidays, vacation, and sick leave 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