Front Desk Representative
3 days ago
Location: Residence Inn Madison Heights, 32650 Stephenson Hwy, Madison Heights, MI 48071
Job Type: Full-time
About Us: Highgate Hotels is a premier real estate investment and hospitality management company with a rapidly expanding presence in the US, Europe, Latin America, and the Caribbean.
Job Summary:The Front Desk Agent is responsible for providing exceptional service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
Responsibilities:- Respond to guest inquiries regarding restaurants, transportation, entertainment, and other services.
- Follow cash handling and credit policies.
- Be aware of all rates, packages, and special promotions.
- Be familiar with in-house groups and closed-out dates.
- Take room reservations and follow rate-quoting scenarios.
- Be knowledgeable about hospitality terminology and emergency procedures.
- Handle check-ins and checkouts efficiently and courteously.
- Use proper two-way radio etiquette and operate the Front Desk computer system.
- Complete tasks and duties on the shift checklist in a timely manner.
- Balance and prepare individual paperwork for closing of shift.
- Maintain and market promotions and guest programs.
- Assist guests with safe deposit boxes.
- College coursework in a related field is helpful.
- Experience in a hotel or related field is preferred.
- High School diploma or equivalent is required.
- Computer experience is necessary.
- Customer Service experience is preferred.
- Maintain a warm and friendly demeanor at all times.
- Effective communication skills are essential.
- Multitasking and prioritization skills are necessary.
- Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
- Maintain regular attendance and high standards of personal appearance and grooming.
- Comply with Highgate Hotel Standards and regulations.
- Maximize efforts towards productivity and identify problem areas.
- Effective problem-solving skills are necessary.
- Ability to understand and apply complex information is required.
- Ability to cross-train in other hotel-related areas is necessary.
- Confidentiality is essential.
- Initiative and ability to anticipate guest or operational needs are necessary.
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