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 more than $5 billion in cumulative revenues. Highgate offers expert guidance throughout the hospitality property cycle, from planning and development to recapitalization and disposition. The firm is also adept at creating unique hotel brands and employs cutting-edge revenue management tools to optimize performance and enhance asset value. With a leadership team comprised of seasoned hotel management professionals, Highgate is 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 Desk Agent at Hotel Effie Sandestin Autograph Collection is tasked with delivering exceptional, courteous, and efficient service to all guests during their check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy rates.

Key Responsibilities:

  • Welcome and greet all guests at the Front Desk in accordance with Highgate Hotel & Hotel Effie standards.
  • Ensure proper operation of the PBX console and maintain hotel standards.
  • Respond promptly to guest inquiries regarding hotel services, facilities, and operational hours.
  • Log and deliver packages, mail, and messages to guests and meeting rooms.
  • Review all emails and familiarize yourself with any guest issues.
  • Provide information to guests about local restaurants, transportation, and entertainment options.
  • Adhere to cash handling and credit policies.
  • Stay informed about rates, packages, and special promotions.
  • Understand in-house groups and be aware of closed-out and restricted dates.
  • Gather necessary information for room reservations and follow the rate-quoting process.
  • Familiarize yourself with hospitality terminology.
  • Know emergency procedures and assist in emergencies as needed.
  • Handle check-ins and checkouts in a friendly and efficient manner.
  • Utilize proper radio etiquette when communicating with colleagues.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Complete all tasks on the shift checklist efficiently.
  • Conduct bucket checks, room rate verification reports, and housekeeping reports.
  • Prepare individual paperwork for shift closing in line with hotel standards.
  • Promote and maintain guest programs and promotions.
  • Keep the work area clean and organized.
  • Collaborate with housekeeping to ensure room readiness 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 all levels of staff and guests in a courteous and service-oriented manner.
  • Listen actively and clarify concerns raised by guests and employees.
  • Multitask and prioritize departmental functions to meet deadlines.
  • Approach all interactions with guests and staff 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 proper uniform.
  • Comply with safety and operational regulations.
  • Effectively handle problems, including anticipating and resolving issues as necessary.
  • Understand and apply complex information from various sources to meet 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.
  • Light physical work may be necessary, including lifting up to 20 pounds occasionally.
  • Ability to stand for the duration of the shift.
  • Relevant college coursework is beneficial.
  • 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.

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