Front Desk Agent

Highgate; Erie (Erie County); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a premier hospitality management company as a Front Office Agent, where you'll provide exceptional service to guests during their stay. This role involves maximizing room revenue and occupancy while ensuring guests receive attentive and courteous assistance. You'll handle check-ins, answer inquiries, and maintain a friendly demeanor at all times. This is an exciting opportunity to be part of a dynamic team in a fast-paced environment, contributing to the success of a leading player in the hospitality industry.

Qualifications

• High School diploma or equivalent is required.
• Experience in a hotel or related field is preferred.
• Computer experience is required.

Responsibilities

• Provide attentive and courteous service to all guests.
• Handle check-ins and checkouts efficiently.
• Answer inquiries regarding restaurants and entertainment.

Skills

Customer Service

Multitasking

Communication

Problem Solving

Education

High School Diploma

College Coursework in Related Field

Tools

Front Desk Computer System

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 $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.

Location

Homewood Suites Erie, 2084 Interchange Road, Erie, PA 16565

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 be able to operate all relevant aspects of the Front Desk computer system.
12. Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
13. Be able to complete a bucket check, room rate verification report, and housekeeping report.
14. Balance and prepare individual paperwork for closing of shift according to hotel standards.
15. Maintain and market promotions and guest programs.
16. Maintain a clean work area.
17. Assist guests with safe deposit boxes.

Qualifications

• College coursework in related field is helpful.
• Experience in a hotel or related field is preferred.
• High School diploma or equivalent is required.
• Computer experience is required.
• Customer service experience is preferred.
• Maintain a warm and friendly demeanor at all times.
• Effectively communicate verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in a friendly, courteous, and service-oriented manner.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Comply with hotel standards and regulations to ensure safe and efficient operations.
• Maximize productivity, identify problem areas, and assist in implementing solutions.
• Handle problems effectively, including anticipating, preventing, and solving issues.
• Understand and apply complex information from various sources to meet objectives.
• Cross-train in other hotel-related areas.
• Maintain confidentiality of information.
• Show initiative by anticipating guest or operational needs.
• Perform other duties as requested by management.