Guest Services Representative

2 weeks ago

Destin, Florida, United States Hotel Effie Sandestin Autograph Collection Full time

Compensation Type:
Hourly

Company Overview:
Highgate Hotels is a leading real estate investment and hospitality management firm, renowned for its innovative approach within 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 its footprint in Europe, Latin America, and the Caribbean. The company manages a diverse portfolio of properties valued at over $20 billion, generating substantial revenues. Highgate provides expert guidance throughout the hospitality property lifecycle, from development to disposition, and is recognized for its ability to create unique hotel brands and utilize advanced revenue management tools to enhance performance and asset value.

Position Overview:
The Front Desk Agent at Hotel Effie Sandestin is responsible for delivering exceptional, courteous, and efficient service to all guests during their check-in, stay, and checkout, while optimizing room revenue and occupancy rates.

Key Responsibilities:

  • Welcome and greet all guests at the Front Desk, adhering to Highgate Hotel & Hotel Effie standards.
  • Ensure the proper operation of the PBX console and meet all hotel standards.
  • Respond promptly to guest inquiries regarding hotel services, facilities, and operational hours.
  • Manage the logging and delivery of packages, mail, and messages to guests and meeting rooms.
  • Stay informed about all emails and familiarize yourself with guest preferences.
  • Assist guests with inquiries about local dining, transportation, and entertainment options.
  • Adhere to cash handling and credit policies.
  • Maintain awareness of rates, packages, and special promotions.
  • Understand in-house groups and closed-out or restricted dates.
  • Gather necessary information for room reservations and follow established rate-quoting procedures.
  • Be knowledgeable about hospitality terminology.
  • Understand emergency procedures and assist as needed.
  • Facilitate check-ins and checkouts in a friendly and efficient manner.
  • Communicate effectively with colleagues using proper radio etiquette.
  • Operate all relevant aspects of the Front Desk computer system proficiently.
  • Complete all tasks and duties on the shift checklist promptly and efficiently.
  • Conduct bucket checks, room rate verification reports, and housekeeping reports.
  • Prepare and balance individual paperwork for shift closure according to hotel standards.
  • Promote and maintain guest programs and hotel promotions.
  • Keep the work area clean and organized.
  • Collaborate with housekeeping to ensure room readiness for guest arrivals and fulfill guest requests.
  • Punctually clock in and out for scheduled shifts.
  • Possess knowledge of the property and surrounding areas.

Qualifications:

  • Maintain a warm and friendly demeanor at all times.
  • Effectively communicate both verbally and in writing with guests and team members in a courteous and service-oriented manner.
  • Demonstrate strong listening skills to understand and clarify concerns raised by guests and employees.
  • Ability to multitask and prioritize tasks to meet deadlines.
  • Approach all interactions with guests and employees in a friendly and service-oriented manner.
  • Attend all required meetings and training sessions.
  • Maintain regular attendance in compliance with Highgate Hotel & Hotel Effie standards.
  • Exhibit high standards of personal appearance and grooming, including wearing the appropriate uniform.
  • Comply with hotel standards and regulations to promote safe and efficient operations.
  • Effectively handle problems, including anticipating, preventing, identifying, and resolving issues as necessary.
  • Understand and apply complex information from various sources to achieve objectives.
  • Be willing 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 requested by management.
  • Flexibility in working hours may be required.
  • Ability to exert up to 20 pounds of force occasionally and up to 10 pounds frequently.
  • Capability to stand for the duration of the shift.
  • College coursework in related fields is advantageous.
  • Previous experience in a hotel or related field is preferred.
  • A high school diploma or equivalent is required.
  • Computer proficiency is necessary.
  • Experience in customer service is preferred.

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