Guest Services Agent 1

Highgate; Warwick; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player in hospitality is seeking a Guest Service Agent to provide exceptional service to guests at the Front Desk. This role involves welcoming guests, managing check-ins and checkouts, and ensuring all inquiries are addressed promptly. Ideal candidates will have a strong customer service background and the ability to multitask in a fast-paced environment. Join a dynamic team where your contributions will enhance the guest experience and support the hotel's operational success. This is a fantastic opportunity to grow within a leading hospitality company known for its commitment to excellence.

Qualifications

• Customer service experience preferred with effective verbal and written communication skills.
• Ability to multitask and prioritize tasks to meet deadlines.

Responsibilities

• Greet and welcome guests at the Front Desk according to hotel standards.
• Handle check-ins and checkouts in a friendly and efficient manner.
• Respond to guest inquiries regarding hotel services and local attractions.

Skills

Customer Service

Communication Skills

Multitasking

Computer Skills

Education

High School Diploma

College Coursework in Related Field

Job description

Compensation Type

Hourly

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. It is a 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. The company's portfolio of global properties exceeds $20 billion in asset value and generates over $5 billion in revenue. Highgate offers expert guidance throughout all stages of the hospitality property cycle, from planning and development to recapitalization or disposition. The company also develops bespoke hotel brands and employs industry-leading proprietary revenue management tools to optimize performance and asset value. Led by experienced hotel management professionals, Highgate is a trusted partner for top ownership groups and major hotel brands. The company maintains offices in London, New York, Dallas, and Seattle.

Location

Homewood Suites Warwick

33 International Way, Warwick, RI 02886

Overview

The Guest Service 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.

Responsibilities

1. Greet and welcome all guests approaching the Front Desk according to Highgate Hotel standards.
2. Maintain proper operation of the PBX console and ensure all hotel standards are met (if applicable).
3. Answer guest inquiries about hotel services, facilities, and hours of operation promptly.
4. Ensure proper logging and delivery of packages, mail, and messages to guests and meeting rooms.
5. Review the Front Office log and Trace File daily.
6. Respond to guest inquiries regarding restaurants, transportation, entertainment, etc.
7. Follow all cash handling and credit policies.
8. Be aware of all rates, packages, and special promotions as listed in the Red Book.
9. Familiarize with all in-house groups.
10. Monitor closed out and restricted dates.
11. Gather all necessary information when taking room reservations and follow rate-quoting procedures.
12. Understand hospitality terminology.
13. Know emergency procedures and assist as needed.
14. Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
15. Use proper two-way radio etiquette when communicating with staff.
16. Operate all relevant aspects of the Front Desk computer system.
17. Complete shift checklists efficiently and on time.
18. Perform and complete reports such as bucket check, room rate verification, and housekeeping report.
19. Balance and prepare paperwork for shift closing according to hotel standards.
20. Promote and market guest programs and promotions.
21. Keep the work area clean and organized.
22. Assist guests with safe deposit boxes.
23. Perform any other duties as directed by management.

Qualifications

• College coursework in a related field is helpful.
• Experience in a hotel or related field preferred.
• High School diploma or equivalent required.
• Computer skills required.
• Customer service experience preferred.
• Flexibility to work long hours sometimes required.
• Ability to exert up to 20 pounds of force occasionally and up to 10 pounds frequently.
• Ability to stand throughout the shift.
• Maintain a warm and friendly demeanor at all times.
• Effective verbal and written communication skills with all staff and guests.
• Ability to listen, understand, and clarify concerns.
• Multitasking and prioritization skills to meet deadlines.
• Attentiveness, courtesy, and service orientation in all interactions.
• Attend all required hotel meetings and training sessions.
• Maintain regular attendance as per hotel standards.
• High standards of personal appearance and grooming, including proper uniform and nametag.
• Comply with hotel standards and regulations for safe and efficient operations.
• Identify problems and assist in implementing solutions to improve productivity.
• Handle problems proactively, including anticipating, preventing, and solving issues.
• Ability to understand and apply complex information from various sources.
• Cross-train in other hotel-related areas.
• Maintain confidentiality of sensitive information.
• Show initiative and anticipate guest or operational needs.
• Perform other duties as assigned by management.