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Hotel Front Office Associate

2 months ago

Phoenix, Arizona, United States Highgate Hotels Full time

Job Location: Front Desk Agent

Requisition ID: Category Front Office Operations

Company Overview: Highgate Hotels is a prominent player in the real estate investment and hospitality management sector, recognized for its innovative approach. With a strong presence in major U.S. gateway cities and an expanding footprint in the Caribbean and Latin America, Highgate offers expert guidance throughout all phases of the property cycle, from planning and development to recapitalization or disposition. The company has a proven track record in developing a diverse portfolio of unique lifestyle hotel brands, legacy brands, and independent hotels and resorts, leveraging contemporary programming and digital expertise.

Position Overview: The Front Desk Agent plays a crucial role in delivering attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout. This position is an excellent entry point into the hospitality industry, offering daily interactions with guests and collaboration with various hotel departments.

Key Responsibilities:

  • Respond to guest inquiries regarding services, amenities, and local attractions.
  • Adhere to all cash handling and credit policies.
  • Stay informed about rates, packages, and special promotions.
  • Familiarize yourself with in-house groups and their requirements.
  • Understand closed-out and restricted dates.
  • Gather necessary information for room reservations and follow the rate-quoting process.
  • Utilize hospitality terminology effectively.
  • Be knowledgeable about emergency procedures and assist as necessary.
  • Manage check-ins and checkouts with a friendly and efficient demeanor.
  • Communicate effectively with team members using proper radio etiquette.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Complete all tasks 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 promotions.
  • Keep the work area clean and organized.
  • Assist guests with safe deposit box services.

Qualifications:

  • College coursework in a related field is advantageous.
  • Previous experience in a hotel or related field is preferred.
  • A high school diploma or equivalent is required.
  • Computer proficiency is necessary.
  • Customer service experience is preferred.
  • Maintain a warm and friendly demeanor at all times.
  • Effective verbal and written communication skills with all levels of employees and guests.
  • Ability to listen, understand, and clarify concerns raised by guests and team members.
  • Strong multitasking and prioritization skills to meet departmental deadlines.
  • Approach all interactions with guests and employees in a courteous and service-oriented manner.
  • Regular attendance in compliance with Highgate Hotel Standards is required.
  • Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
  • Comply with Highgate Hotel Standards and regulations to ensure safe and efficient operations.
  • Identify problem areas and assist in implementing solutions to enhance productivity.
  • Handle problems effectively, including anticipating, preventing, identifying, and resolving issues.
  • Understand and apply complex information from various sources to achieve objectives.
  • Cross-train in other hotel-related areas as needed.
  • Maintain confidentiality of sensitive information.
  • Demonstrate initiative by anticipating guest or operational needs.
  • Perform additional duties as requested by management.

Equal Opportunity Employment: Highgate Hotels is an Equal Opportunity Employer and is committed to recruiting and retaining the best-qualified personnel who can work well with others. The company provides equal employment opportunities regardless of race, religion, color, age, genetic information, disability, national origin, sex, sexual orientation, marital status, citizenship status, pregnancy, military status, or any other status protected by law.