Front Desk Representative

1 day ago

Madison Heights, Michigan, United States Highgate Full time
Job Title: Front Desk Agent

At Highgate, we are seeking a highly skilled and customer-focused Front Desk Agent to join our team. As a Front Desk Agent, you will be the first point of contact for our guests and will be responsible for providing exceptional service and ensuring a seamless stay.

Key Responsibilities:
  • Provide attentive and courteous service to all guests during check-in, throughout their stay, and at checkout.
  • Maximize room revenue and occupancy by effectively managing room assignments and communicating with guests.
  • Respond to guest inquiries and resolve any issues in a timely and professional manner.
  • Follow all cash handling and credit policies to ensure accurate and secure transactions.
  • Be aware of all rates, packages, and special promotions to provide guests with the best options.
  • Be familiar with all in-house groups and events to ensure seamless execution.
  • Perform check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Use proper two-way radio etiquette when communicating with other employees.
  • Operate all relevant aspects of the Front Desk computer system with ease.
  • Complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • 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 and assist guests with safe deposit boxes.
Qualifications:
  • College coursework in a related field is highly desirable.
  • Experience in a hotel or related field is preferred.
  • High School diploma or equivalent is required.
  • Computer experience is essential.
  • Customer Service experience is highly valued.
  • Ability to maintain a warm and friendly demeanor at all times.
  • Effective communication skills, both verbal and written, are essential.
  • Ability 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.
  • Maintain regular attendance in compliance with Highgate Hotel Standards.
  • Maintain high standards of personal appearance and grooming.
  • Comply with Highgate Hotel Standards and regulations to ensure safe and efficient hotel operations.
  • Maximize efforts towards productivity and identify problem areas to implement solutions.
  • Ability to handle problems, including anticipating, preventing, identifying, and solving problems as necessary.
  • Ability to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Ability to cross-train in other hotel-related areas.
  • Ability to maintain confidentiality of information.
  • Ability to show initiative, including anticipating guest or operational needs.

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