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Front Desk Representative

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Portland, Maine, United States Highgate Hotels Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at Highgate Hotels. As a Front Desk Agent, you will be responsible for providing exceptional service to our guests, ensuring a seamless and memorable experience during their stay.

Key Responsibilities
  • Guest Service: Provide attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout.
  • Room Revenue and Occupancy: Maximize room revenue and occupancy by effectively managing room assignments, rates, and promotions.
  • Communication: Answer inquiries from guests regarding restaurants, transportation, entertainment, and other services.
  • Cash Handling and Credit Policies: Follow all cash handling and credit policies to ensure accurate and secure transactions.
  • Knowledge and Awareness: Be aware of all rates, packages, and special promotions, as well as closed-out and restricted dates.
  • Emergency Procedures: Have knowledge of emergency procedures and assist as needed.
  • Check-in and Check-out: Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
  • Front Desk Computer System: Fully comprehend and operate all relevant aspects of the Front Desk computer system.
  • Shift Checklist: Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Reports and Paperwork: Balance and prepare individual paperwork for closing of shift according to hotel standards.
Requirements
  • Education: College coursework in a related field is helpful.
  • Experience: Experience in a hotel or a related field is preferred.
  • Computer Skills: Computer experience is required.
  • Customer Service: Customer service experience is preferred.
  • Communication: Must be able to effectively communicate verbally and in writing with all levels of employees and guests.
  • Problem-Solving: Must be able to multitask, prioritize departmental functions, and solve problems as needed.
  • Teamwork: Must be able to work effectively as part of a team and maintain a positive attitude.
  • Adaptability: Must be able to adapt to changing situations and priorities.