Guest Services Representative

2 weeks ago

Phoenix, Arizona, United States Highgate Hotels Full time

Job Location: Front Desk Agent

Requisition ID: Category Front Office Operations

Property: Crowne Plaza Phoenix Airport

Company Overview: Highgate Hotels is a prominent entity in real estate investment and hospitality management, recognized for its innovative approach within the industry. The company holds a significant presence in major U.S. gateway cities, including New York, Boston, Miami, San Francisco, and Honolulu, while also expanding its footprint in the Caribbean and Latin America. Highgate offers expert guidance throughout all phases of the property cycle, from planning and development to recapitalization or disposition. The firm has a successful track record in developing a diverse portfolio of unique lifestyle hotel brands, legacy brands, and independent hotels and resorts, complemented by contemporary programming and digital expertise.

Position Overview: The Front Office Agent plays a crucial role in delivering attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout. This position serves as an excellent entry point into the hospitality field, providing daily interactions with guests and collaboration with various departments within the hotel.

Key Responsibilities:

  • Respond to guest inquiries regarding dining options, transportation, entertainment, and more.
  • Adhere to all cash handling and credit policies.
  • Stay informed about rates, packages, and special promotions.
  • Familiarize yourself with all in-house groups and be aware of closed-out and restricted dates.
  • Gather all necessary information when processing room reservations and follow the rate-quoting procedures.
  • Understand hospitality terminology and emergency procedures, providing assistance as needed.
  • Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Utilize proper two-way radio etiquette when communicating with team members.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Conduct bucket checks, room rate verification reports, and housekeeping reports.
  • Balance and prepare individual paperwork for shift closure according to hotel standards.
  • Promote and maintain guest programs and promotions.
  • Ensure a clean and organized work area.
  • Assist guests with safe deposit box services.

Qualifications:

  • College coursework in a related field is advantageous.
  • Prior experience in a hotel or related field is preferred.
  • A high school diploma or equivalent is required.
  • Computer proficiency is necessary.
  • Experience in customer service is preferred.
  • Maintain a warm and friendly demeanor at all times.
  • Effective verbal and written communication skills with all levels of employees and guests.
  • Ability to listen, understand, and clarify concerns raised by guests and team members.
  • Capability to multitask and prioritize departmental functions to meet deadlines.
  • Approach all interactions with guests and employees in a friendly and service-oriented manner.
  • Regular attendance in compliance with Highgate Hotel Standards is required.
  • Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
  • Comply with Highgate Hotel Standards and regulations to ensure safe and efficient hotel operations.
  • Maximize productivity efforts, identify problem areas, and assist in implementing solutions.
  • Effectively handle problems, including anticipating, preventing, identifying, and resolving issues as necessary.
  • Understand and apply complex information from various sources to meet objectives.
  • Cross-train in other hotel-related areas as needed.
  • Maintain confidentiality of information.
  • Show initiative by anticipating guest or operational needs.
  • Perform additional duties as requested by management.

Equal Opportunity Employer: Highgate Hotels is committed to equal employment opportunity and maintains a policy of recruiting and retaining the best-qualified personnel. The company complies with all applicable laws to ensure equal opportunity and employment for qualified individuals.

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