Overnight Guest Experience Agent

3 weeks ago

Wake Island, United States Romer House Waikiki Full time
Compensation Type: Hourly Highgate Hotels:

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location:

The Romer House Waikiki, Hawaii

Overview:

The Overnight Guest Experience Agent is responsible for reconciling all hotel cashier transactions; reviewing, organizing and compiling management reports on a timely basis and ensuring the accuracy of guest billings and city ledger transactions. He/she is also responsible for effectively communicating concerns and/or related issues to all levels of management and performing guest service agent duties as required, including check-in, check-out, switchboard operation and reservations.

Responsibilities:
  • Must be able to work with and understand financial information and data, and basic arithmetic functions.
  • Must be willing to cross train in other accounting or hotel-related areas.
  • Must be able to prioritize job functions in order to meet deadlines.
  • Perform guest services functions as required (i.e. check guests in/out, take reservations, we-up calls, etc.).
  • Audit and reconcile financial and statistical reports.
  • Prepare and distribute necessary daily reports as required (i.e., Daily Operating Report, Discount Programs, Tax Reports, etc.) according to hotel standards.
  • Prepare and distribute month-end reports.
  • Audit and reconcile all Front Desk and Food & Beverage Cashier’s work.
  • Audit, reconcile, consolidate, and transmit all credit cards on a timely basis.
  • Prioritize job functions in order to meet deadlines.
  • Ensure accuracy of all numbers reported including statistics.
  • Input and update financial information into corporate communications network.
  • Perform daily, weekly, monthly and annual data processing system functions as required.
  • Keep management abreast of any unusual operational or financial events and/or deviations of policies or procedures.
  • Ensure overall guest satisfaction.
  • Respond to governmental inquiries upon receipt.
  • Handle guest requests
Qualifications:
  • High School diploma or equivalent and/or one year of progressive experience in a hotel or related field required.
  • Guest Service Experience preferred.
  • Computer knowledge/skills required.
  • Flexible and long hours sometimes required.
  • Sedentary work – Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Late/Overnight shift
  • 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.
  • Attend all hotel required meetings and trainings.
  • 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.

Salary $25.00 - $31.50

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