Front Desk Agent
4 weeks ago
Guest Services Ambassador/Front Desk Agent
Location:The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston's Back Bay
Job Summary:The Guest Services Ambassador/Front Desk Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
Key Responsibilities:- Greet and welcome all guests approaching the Front Desk, following all standards required by the Forbes Five Star service.
- Maintain proper operation of the computer and telephone console, ensuring that all hotel standards are met.
- Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
- Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms.
- Review Front Office log and Trace File daily.
- Follow all cash handling and credit policies as per Highgate standards and PCI compliance.
- Be aware of all rates, packages, and special promotions.
- Be familiar with all in-house groups and closed out and restricted dates.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- 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.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
- Maintain a clean work area and assist guests with safe deposit boxes.
- College course work in a related field is helpful.
- Experience in a hotel or a related field is preferred.
- High School diploma or equivalent is required.
- Computer experience is required.
- Customer Service experience is preferred.
- Ability to stand during entire shift and exert up to 20 pounds of force occasionally.
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