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Front Desk Representative

2 months ago

Morgan Hill, California, United States Highgate Hotels Full time

Job Summary:

The Front Desk Agent is responsible for providing exceptional service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Key Responsibilities:

  • Respond to guest inquiries regarding dining options, transportation, entertainment, and other services.
  • Follow all cash handling and credit policies.
  • Be aware of all rates, packages, and special promotions.
  • Be familiar with all in-house groups and events.
  • 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 and emergency procedures.
  • Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Use proper two-way radio etiquette when communicating with other employees.
  • Fully comprehend and operate all relevant aspects of the Front Desk computer system.
  • Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • 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.

Requirements:

  • College coursework 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.
  • Maintain a warm and friendly demeanor at all times.
  • Effectively communicate with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
  • Listen to, understand, and clarify concerns raised by employees and guests.
  • 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.
  • Maintain high standards of personal appearance and grooming.
  • 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.
  • Effectively handle problems, including anticipating, preventing, identifying, and solving problems as necessary.
  • Understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Cross-train in other hotel-related areas.
  • Maintain confidentiality of information.
  • Show initiative, including anticipating guest or operational needs.
  • Perform other duties as requested by management.