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Guest Services Representative

2 months ago

Denver, Colorado, United States La Quinta Denver - Airport DIA 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 major 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 with an aggregate asset value exceeding $20 billion and generates over $5 billion in cumulative revenues. Highgate offers expert guidance throughout the hospitality property cycle, from planning and development to recapitalization or disposition. The firm is known for its creativity in developing unique hotel brands and employs industry-leading revenue management tools to enhance performance and maximize asset value. The executive team comprises some of the most experienced leaders in hotel management, making Highgate a trusted partner for major ownership groups and hotel brands. Corporate offices are located in London, New York, Dallas, and Seattle.

Position Overview:
The Front Office Agent plays a crucial role in delivering attentive, courteous, and efficient service to all guests during their stay, from check-in to check-out, while optimizing room revenue and occupancy rates.

Key Responsibilities:

  • Respond to guest inquiries regarding local attractions, dining options, transportation, and entertainment.
  • Adhere to all cash handling and credit policies.
  • Stay informed about all rates, packages, and special promotions.
  • Maintain familiarity with in-house groups and events.
  • Be aware of closed-out and restricted dates.
  • Gather necessary information for room reservations and follow the established rate-quoting procedures.
  • Understand hospitality terminology and procedures.
  • Knowledge of emergency protocols and readiness to assist as needed.
  • Facilitate check-ins and check-outs in a friendly and efficient manner.
  • Utilize proper communication etiquette when interacting with colleagues.
  • 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.
  • Balance and prepare paperwork for shift closure according to hotel standards.
  • Promote and maintain guest programs and hotel promotions.
  • Ensure a clean and organized work area.
  • Assist guests with safe deposit box inquiries.

Qualifications:

  • College coursework in a related field is beneficial.
  • Experience in a hotel or related environment is preferred.
  • A high school diploma or equivalent is required.
  • Proficiency in computer operations is necessary.
  • Customer service experience is preferred.
  • Maintain a warm and friendly demeanor at all times.
  • Effective verbal and written communication skills with guests and team members.
  • Ability to listen, understand, and address concerns raised by guests and employees.
  • Capability to multitask and prioritize tasks effectively.
  • Approach all interactions with guests and employees in a courteous and service-oriented manner.
  • Regular attendance in compliance with hotel standards is required.
  • Maintain high standards of personal appearance and grooming.
  • Comply with hotel standards and regulations to ensure safe and efficient operations.
  • Focus on productivity, identify problem areas, and assist in implementing solutions.
  • Ability to handle problems proactively and effectively.
  • Understand and apply complex information from various sources to meet objectives.
  • Willingness to cross-train in other hotel-related areas.
  • Maintain confidentiality of sensitive information.
  • Show initiative in anticipating guest and operational needs.
  • Perform additional duties as requested by management.

Salary Range: $18.29/hr - $18.50/hr

Highgate offers competitive benefits, including travel discounts at all hotels, three tiers of medical coverage, dental, vision, and supplemental benefits for full-time associates. A 401k retirement program is available for both full-time and part-time staff who qualify.

Applications are accepted on an ongoing basis.