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    Guest Services Agent - Cambridge, United States - Highgate

    Highgate
    Highgate Cambridge, United States

    1 week ago

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    Description

    Job Title: Guest Service Agent at Highgate Hotel

    Overview

    The Guest Service Agent is accountable for providing attentive, polite, and effective service to all guests during check-in, their stay, and at checkout, while optimizing room revenue and occupancy.

    Responsibilities

    • Greet and welcome all guests at the Front Desk following Highgate Hotel standards.
    • Maintain the PBX console's proper functioning and ensure all hotel standards are upheld.
    • Respond promptly to guest inquiries about hotel services, facilities, and operating hours.
    • Ensure packages, mail, and messages are logged and delivered to guests and meeting rooms.
    • Review the Front Office log and Trace File daily.
    • Address guest questions about restaurants, transportation, entertainment, etc.
    • Follow cash handling and credit policies.
    • Stay informed about rates, packages, and special promotions detailed in the Red Book.
    • Be familiar with all in-house groups, closed out, and restricted dates.
    • Collect all necessary information when making room reservations and adhere to the rate-quoting scenario.
    • Understand hospitality terminology.
    • Be knowledgeable about emergency procedures and assist as necessary.
    • Handle check-ins and checkouts in a friendly, efficient, and polite manner.
    • Use proper radio etiquette when communicating with colleagues.
    • Thoroughly understand and operate all relevant aspects of the Front Desk computer system.
    • Complete all tasks and duties on the shift checklist promptly and efficiently.
    • Perform a bucket check, room rate verification report, and housekeeping report.
    • Balance and prepare individual paperwork for shift closure as per hotel standards.
    • Promote and maintain promotions and guest programs.
    • Keep a tidy work area.
    • Assist guests with safe deposit boxes.

    Qualifications

    • College coursework in a related field is advantageous.
    • Prior experience in a hotel or related field is preferred.
    • High School diploma or equivalent is required.
    • Computer proficiency is necessary.
    • Customer service experience is preferred.
    • Flexibility with occasional long hours.
    • Ability to stand throughout the entire shift.
    • Maintain a warm and friendly demeanor consistently.
    • Effective verbal and written communication with employees and guests in a courteous manner.
    • Proficient at listening to, understanding, and resolving concerns from employees and guests.
    • Capable of multitasking and prioritizing departmental functions to meet deadlines.
    • Approach all interactions with guests and employees in a friendly and service-oriented manner.
    • Participate in all mandatory hotel meetings and trainings.
    • Maintain punctuality as per Highgate Hotel Standards.
    • Adhere to high standards of personal appearance and grooming.
    • Comply with Highgate Hotel Standards and regulations for safe and efficient operations.
    • Focus on productivity, problem-solving, and implementing solutions.
    • Skilled at handling problems effectively and efficiently.
    • Ability to comprehend and apply complex information from various sources.
    • Willingness to cross-train in other hotel departments.
    • Maintain confidentiality of information.
    • Demonstrate initiative by anticipating guest or operational needs.
    • Perform additional duties as assigned by management.
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