Night Guest Services Agent

2 weeks ago

Lahaina Hawaii, United States Royal Lahaina Resort Full time
Compensation Type:
Hourly

Highgate Hotels:
Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is 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. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.  Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes 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, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Overview:
Night Guest Service Agent provides quality guest service to all our guests especially the late arrival guests; Performs both guest service agent and PBX operator duties as required; Closes the End-of-day process for Food and Beverage Point of Sale (POS) System; Reconciles all hotel cashier transactions; Reviews, organizes, and compiles reports on a timely basis and ensures accuracy of guest billings, account/package postings, and city ledger transactions.

Responsibilities:
Conducts nightly end-of-day closing procedures on POS systems and ensure all reports are completed

Sorts all F&B receipts/checks and file accordingly

Balances all vendor room charges and adjustments at the end of the month

Answers all incoming hotel calls and dispatch radio calls

Performs Check-In and Check-out process either in person, over the phone, or AKIA

Handles cash and process credit/debit card transactions

Handles guest complaints and provides guest resolutions

Handles guest requests and relays to appropriate departments

Sells room for both walk-in guests or for higher categorized rooms

Completes daily checklist

Maintains safe and sanitary workplace which includes cleaning designated work station/countertops

Restocks supplies

Observes proper employee morale and productive work environment

Reports and follow up guest complaints to ensure quality guest experience

Assists Manager on Duty or Night Manager for any additional projects or requests

Attends departmental and hotel meetings/trainings

Qualifications:
Ability to deal with both internal and external customers effectively

Ability to perform tasks that requires bending, stooping, kneeling, standing and sitting and continuously perform essential job functions during work shift

Ability to show up for work on time

Ability to speak, read, and write in the English language

Ability to get along with co-workers

Ability to follow directions

Ability to make decisions during stressful situations

Ability to communicate effectively with peers/supervisors/clients/vendors

Ability to accept constructive criticism

Ability to maintain logical reasoning under duress

Ability to stand for extended period

Ability to multi-task

Must possess basic computer skills

Must possess excellent communication skills

Must possess problem solving skills

Must be able to interact with diverse personalities and culture.

Previous hotel or customer service experience preferred

Previous Night Audit experience preferred

Available and willing to work a variety of shifts including days, evenings, weekends, and holidays.

Springer Miller property management system (SMS) experience preferred

As a condition of employment, candidate must be able to satisfy all pre-employment screenings; such as criminal background checks.

 

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