Guest Services Representative

2 weeks ago

Gaithersburg, Maryland, United States Residence Inn Gaithersburg Full time

Compensation Type:
Hourly

Company Overview:
Highgate Hotels is a leading real estate investment and hospitality management firm recognized for its innovative approach in the industry. With a strong presence in key U.S. markets such as New York, Boston, Miami, San Francisco, and Honolulu, Highgate is also expanding into Europe, Latin America, and the Caribbean. The company manages a diverse portfolio of properties valued at over $20 billion, generating more than $5 billion in cumulative revenues. Highgate provides expert guidance throughout the hospitality property cycle, from planning and development to recapitalization and disposition. The firm is known for its creativity in developing unique hotel brands and employs advanced proprietary revenue management tools to enhance performance and maximize asset value. With a team of experienced hotel management leaders, Highgate is a trusted partner for major ownership groups and hotel brands, with corporate offices located in London, New York, Dallas, and Seattle.

Position Overview:
The Front Office Agent plays a crucial role in delivering exceptional service to guests during their check-in, throughout their stay, and at checkout, while also optimizing room revenue and occupancy rates.

Key Responsibilities:

  • Respond to guest inquiries regarding local attractions, transportation, and entertainment options.
  • Adhere to all cash handling and credit policies.
  • Stay informed about current rates, packages, and special promotions.
  • Maintain familiarity with in-house groups and events.
  • Monitor closed-out and restricted dates.
  • Gather necessary information for room reservations and follow the established rate-quoting procedures.
  • Understand hospitality terminology and procedures.
  • Be knowledgeable about emergency protocols and assist as needed.
  • Manage check-ins and checkouts in a friendly and efficient manner.
  • Utilize proper communication etiquette when using two-way radios.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Complete all tasks and duties on the shift checklist promptly and efficiently.
  • Conduct bucket checks, room rate verification reports, and housekeeping reports.
  • Prepare individual paperwork for shift closing in accordance with hotel standards.
  • Promote and maintain guest programs and promotions.
  • Ensure a clean and organized work area.
  • Assist guests with safe deposit box inquiries.

Qualifications:

  • Relevant college coursework is beneficial.
  • Prior experience in a hotel or related field is preferred.
  • A high school diploma or equivalent is required.
  • Proficiency in computer usage is necessary.
  • Experience in customer service is preferred.
  • Maintain a warm and welcoming demeanor at all times.
  • Ability to communicate effectively, both verbally and in writing, with all levels of staff and guests in a courteous and service-oriented manner.
  • Demonstrate effective listening skills to understand and clarify concerns raised by guests and employees.
  • Ability to multitask and prioritize departmental functions to meet deadlines.
  • Approach all interactions with guests and employees in a friendly and service-oriented manner.
  • Maintain regular attendance in compliance with hotel standards.
  • Exhibit high standards of personal appearance and grooming, including proper uniform and nametag.
  • Comply with hotel standards and regulations to promote safe and efficient operations.
  • Maximize productivity, identify issues, and assist in implementing solutions.
  • Effectively handle problems, including anticipating, preventing, identifying, and resolving issues as necessary.
  • Ability to understand and apply complex information from various sources to achieve objectives.
  • Willingness to cross-train in other hotel-related areas.
  • Maintain confidentiality of sensitive information.
  • Show initiative by anticipating guest or operational needs.
  • Perform additional duties as assigned by management.

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