Guest Services Representative

2 months ago

Sens, Bourgogne-Franche-Comté, United States Holiday Inn Express Las Vegas Full time

Compensation Type:
Hourly

Company Overview:
Highgate Hotels is a leading real estate investment and hospitality management firm, recognized for its innovative approach within 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 asset value exceeding $20 billion and generates over $5 billion in cumulative revenues. Highgate provides expert guidance throughout the hospitality property cycle, from planning and development to recapitalization or disposition. With a creative approach to developing unique hotel brands and utilizing advanced revenue management tools, Highgate is committed to maximizing asset value and performance. The executive team comprises some of the most experienced leaders in hotel management, making Highgate a trusted partner for ownership groups and major hotel brands.

Location:
Holiday Inn Express Las Vegas

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, transportation, and entertainment options.
  • Adhere to all cash handling and credit policies.
  • Stay informed about all rates, packages, and special promotions.
  • Familiarize yourself with all in-house groups and events.
  • Be aware of closed-out and restricted dates.
  • Gather all necessary information for room reservations and follow the established rate-quoting procedures.
  • Understand hospitality terminology and practices.
  • Know emergency procedures and assist as necessary.
  • Handle check-ins and check-outs in a friendly and efficient manner.
  • Utilize proper radio etiquette when communicating with team members.
  • 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.
  • Keep the work area clean and organized.
  • Assist guests with safe deposit box services.

Qualifications:

  • Relevant college coursework is beneficial.
  • Experience in a hotel or related field is preferred.
  • A high school diploma or equivalent is required.
  • Proficiency in computer systems is necessary.
  • Customer service experience is preferred.
  • Maintain a warm and friendly demeanor at all times.
  • Effective verbal and written communication skills are essential for interacting with guests and employees.
  • Ability to listen, understand, and clarify concerns raised by guests and staff.
  • Capable of multitasking and prioritizing tasks to meet deadlines.
  • Approach all interactions with guests and employees in a courteous and service-oriented manner.
  • Regular attendance is required, in compliance with hotel standards.
  • Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
  • Comply with hotel standards and regulations to ensure safe and efficient operations.
  • Maximize productivity, identify problem areas, and assist in implementing solutions.
  • Effectively handle problems, including anticipating, preventing, identifying, and resolving issues.
  • 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 by anticipating guest or operational needs.
  • Perform additional duties as requested by management.

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