Guest Services Representative

5 days ago

Atlanta, Georgia, United States Highgate Hotels Full time
{"Job Title": "Guest Services Agent", "Job Summary": "We are seeking a highly skilled Guest Services Agent to join our team at The Candler Hotel, a member of Curio Collection by Hilton. As a Guest Services Agent, you will be responsible for providing exceptional service to our guests, ensuring their stay is memorable and enjoyable.

Responsibilities:

* Greet and welcome guests in a friendly and courteous manner
* Answer guest inquiries about hotel services, facilities, and hours of operation
* Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms
* Review Front Office log and Trace File daily
* Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
* Follow all cash handling and credit policies
* Be aware of all rates, packages, and special promotions
* Be familiar with all in-house groups
* Be aware of closed-out and restricted dates
* Obtain all necessary information when taking room reservations and follow the rate-quoting scenario
* Be familiar with hospitality terminology
* Have knowledge of emergency procedures and assist as needed
* Handle check-ins and checkouts in a friendly, efficient, and courteous manner
* Use proper two-way radio etiquette at all times when communicating with other employees
* Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system
* Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner
* Be able to complete a bucket check, room rate verification report, and housekeeping report
* Balance and prepare individual paperwork for closing of shift according to hotel standards
* Maintain and market promotions and guest programs
* Maintain a clean work area
* Assist guests with safe deposit boxes

Requirements:

* College coursework in a related field is helpful
* Experience in a hotel or a related field is preferred
* High School diploma or equivalent is required
* Computer experience is required
* Customer Service experience is preferred
* Flexible and long hours are sometimes required
* Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
* Ability to stand during entire shift
* Maintain a warm and friendly demeanor at all times
* Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner
* Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
* Must be able to multitask and prioritize departmental functions to meet deadlines
* Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner
* Attend all hotel required meetings and trainings
* Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel
* Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
* Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations
* Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions
* Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary
* Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives
* Must be able to cross-train in other hotel-related areas
* Must be able to maintain confidentiality of information
* Must be able to show initiative, including anticipating guest or operational needs
* Perform other duties as requested by management

About Us:

Highgate Hotels is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. We are the dominant player in U.S. gateway markets, including New York, Boston, Miami, San Francisco, and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Our portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. We provide expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. We also have the creativity and bandwidth to develop bespoke hotel brands and utilize industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, we are a trusted partner for top ownership groups and major hotel brands. We maintain corporate offices in London, New York, Dallas, and Seattle.

Location:

The Candler Hotel, a member of Curio Collection by Hilton, is perfectly situated on famous Peachtree Street in downtown Atlanta. The boutique-style hotel is a 17-story high-rise originally built in 1906 by Coca-Cola magnate Asa Griggs Candler as Atlanta's first steel skyscraper and is recognized on the National Register of Historic Places. After completing an expansive transformation led by award-winning interior designer Nicole Hollis, the building has been re-imagined as a luxurious, one-of-a-kind hospitality destination. Many of the building's original Beaux-Arts architectural details have been preserved, including their marbleized lobby and Tiffany windows. The hotel features 265 graciously appointed guestrooms and suites, a library, a gym outfitted by Peloton, and 6,000-sq. ft. of event space. Additionally, the hotel's historic bank has been transformed into its signature restaurant and bar By George by local celebrity chef Hugh Acheson, a two-time James Beard Foundation Award winner and former contestant on Bravo's Top Chef Masters.

Overview:

The Guest Services Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity to join our team at The Candler Hotel.

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