Front Desk Agent

What you will be doing

• Answer inquires from guests regarding restaurants, transportation, entertainment, etc. 
• Follow all cash handling and credit policies. 
• Be aware of all rates, packages and special promotions as listed in the Red Book.  
• Be familiar with all in-house groups.  
• Be aware of closed out and restricted dates. 
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. 
• Be familiar with hospitality terminology. 
• Have knowledge of emergency procedures and assist as needed. 
• Handle check-ins and checkouts in a friendly, efficient and courteous manner. 
• Use proper two-way radio etiquette at all times when communicating with other employees. 
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system. 
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner. 
• Be able to complete a bucket check, room rate verification report, and housekeeping report. 
• Balance and prepare individual paperwork for closing of shift according to hotel standards. 
• Maintain and market promotions and guest programs. 
• Maintain a clean work area. 
• Assist guests with safe deposit boxes.

The ideal candidate for this position

• College course work in related field helpful. 
• Experience in a hotel or a related field preferred. 
• High School diploma or equivalent required. 
• Computer experience required. 
• Customer Services experience preferred. 
• Maintain a warm and friendly demeanor at all times. 
• Must be able to effectively communicate both verbally and written, with all level of employees and guests 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. 
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. 
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. 
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. 
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. 
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. 
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. 
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives. 
• Must be able to cross-train in other hotel related areas. 
• Must be able to maintain confidentiality of information. 
• Must be able to show initiative, including anticipating guest or operational needs. 
• Perform other duties as requested by management.