Front Desk Agent

Highgate; Cleveland, Cary (OH, NC); On-site; USD 12,000 - 18,000; Full time

Job summary

A leading hospitality management company is seeking a Front Office Agent to provide excellent service to guests during check-in and throughout their stay. The role involves handling inquiries, managing check-ins, and ensuring guest satisfaction while maintaining hotel standards.

Qualifications

• Experience in a hotel or related field preferred.
• Effective verbal and written communication skills.

Responsibilities

• Answer inquiries from guests regarding services.
• Handle check-ins and checkouts in a courteous manner.
• Balance and prepare individual paperwork for shift closing.

Skills

Customer service

Communication

Multitasking

Education

High School diploma or equivalent

College coursework in a related field

Tools

Computer experience

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. 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 $20 billion and generates over $5 billion 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 develops bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive performance and maximize asset value. With an executive team comprising 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.

Location

La Quinta Inn Cleveland - Airport North, 4222 W. 150 Street, Cleveland, OH 44135

Overview

The Front Office 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. Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
2. Follow all cash handling and credit policies.
3. Be aware of all rates, packages, and special promotions as listed in the Red Book.
4. Be familiar with all in-house groups.
5. Be aware of closed out and restricted dates.
6. Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
7. Be familiar with hospitality terminology.
8. Have knowledge of emergency procedures and assist as needed.
9. Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
10. Use proper two-way radio etiquette at all times when communicating with other employees.
11. Fully comprehend and operate all relevant aspects of the Front Desk computer system.
12. Complete all tasks and duties on the shift checklist in a timely and efficient manner.
13. Complete a bucket check, room rate verification report, and housekeeping report.
14. Balance and prepare individual paperwork for shift closing according to hotel standards.
15. Maintain and promote promotions and guest programs.
16. Maintain a clean work area.
17. Assist guests with safe deposit boxes.

Qualifications

1. College coursework in a related field is helpful.
2. Experience in a hotel or related field is preferred.
3. High School diploma or equivalent is required.
4. Computer experience is required.
5. Customer service experience is preferred.
6. Maintain a warm and friendly demeanor at all times.
7. Effective verbal and written communication skills with all levels of employees and guests.
8. Ability to listen, understand, and clarify concerns raised by employees and guests.
9. Ability to multitask and prioritize departmental functions to meet deadlines.
10. Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
11. Maintain regular attendance in compliance with Highgate Hotel Standards.
12. Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
13. Comply with Highgate Hotel Standards and regulations for safe and efficient operations.
14. Maximize productivity, identify problem areas, and assist in implementing solutions.
15. Handle problems proactively, including anticipation, prevention, and resolution.
16. Understand and apply complex information from various sources to meet objectives.
17. Cross-train in other hotel-related areas.
18. Maintain confidentiality of information.
19. Show initiative by anticipating guest or operational needs.
20. Perform other duties as requested by management.