Guest Services Agent

1 week ago

Scottsdale, Arizona, United States Highgate Hotels Full time
Job Title: Guest Services Agent

Highgate Hotels is seeking a Guest Services Agent to join our team at our Hampton Inn & Suites Scottsdale Riverwalk location. As a Guest Services Agent, you will be responsible for providing exceptional customer service to our guests, ensuring their stay is comfortable and enjoyable.

Responsibilities:
  • Provide attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout.
  • Maintain proper operation of the PBX console and ensure 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.
  • Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
  • Follow all cash handling and credit policies.
  • Be aware of all rates, packages, and special promotions as listed in the Red Book.
  • Be familiar with all in-house groups.
  • 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.
  • Have knowledge of emergency procedures and assist as needed.
  • Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
  • 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.
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.
  • Flexible and long hours are sometimes required.
Working Conditions:

The Guest Services Agent will work in a fast-paced hotel environment, interacting with guests and employees on a regular basis. The position requires the ability to stand for long periods, lift up to 20 pounds, and work in a team environment.

Equal Opportunity Employer:

Highgate Hotels is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.

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