Front Desk Agent

4 weeks ago


Boston, Massachusetts, United States The Newbury Boston Full time
Job Title:

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.
Qualifications:
  • 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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