Front Desk Agent

Wyndham Hotels & Resorts; Scarborough (ME); On-site; USD 10,000 - 60,000; Part time

Job summary

A leading hospitality company is seeking a part-time Guest Service Agent in Scarborough. The role involves providing excellent service to guests during check-in and throughout their stay. Candidates should have strong customer service skills and flexibility to work various shifts, including weekends. Join a dynamic team and contribute to creating memorable guest experiences.

Qualifications

• Experience in a hotel or related field preferred.
• Flexibility to work long hours, including afternoons and weekends.

Responsibilities

• Greet and welcome all guests at the Front Desk.
• Handle check-ins and checkouts efficiently and courteously.
• Answer guest inquiries about hotel services promptly.

Skills

Customer service

Communication

Multitasking

Education

High School diploma or equivalent

College coursework in a related field

Tools

Front Desk computer system

Job description

Compensation Type

Hourly

Company Overview

Highgate is a premier real estate investment and hospitality management company recognized as an industry innovator. It is a dominant player in U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, with expanding presence in Europe, Latin America, and the Caribbean. The company's portfolio exceeds $20 billion in assets and generates over $5 billion in revenue. Highgate offers expert guidance throughout the hospitality property cycle and develops bespoke hotel brands, utilizing proprietary revenue management tools to optimize performance and asset value. The company has executive leadership from some of the industry's most experienced hotel management professionals and maintains offices in London, New York, Dallas, and Seattle.

Location

Residence Inn Portland/Scarborough

800 Roundwood Dr, Scarborough, ME 04074

Overview

This is a part-time position. Afternoon and weekend availability preferred.

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 in accordance with 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 logging and delivery of packages, mail, and messages to guests and meeting rooms.
5. Review the Front Office log and Trace File daily.
6. Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
7. Follow all cash handling and credit policies.
8. Be aware of all rates, packages, and promotions listed in the Red Book.
9. Be familiar with all in-house groups and restricted dates.
10. Obtain necessary information when taking room reservations and follow rate-quoting procedures.
11. Be familiar with hospitality terminology and emergency procedures.
12. Handle check-ins and checkouts efficiently and courteously.
13. Use proper two-way radio etiquette when communicating with staff.
14. Operate all relevant aspects of the Front Desk computer system.
15. Complete shift tasks and duties on the checklist timely and efficiently.
16. Perform reports such as bucket check, room rate verification, and housekeeping report.
17. Balance and prepare paperwork for shift closure according to standards.
18. Maintain and promote hotel promotions and guest programs.
19. Keep a clean work area and assist guests with safe deposit boxes.

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, including afternoons and weekends.
• Ability to exert up to 20 pounds occasionally and 10 pounds frequently.
• Ability to stand throughout the shift.
• Maintain a warm, friendly demeanor at all times.
• Effective verbal and written communication skills.
• Ability to multitask, prioritize, and handle guest concerns effectively.
• Attend all required hotel meetings and training sessions.
• Maintain personal appearance and grooming standards.
• Comply with hotel standards and regulations for safe and efficient operations.
• Show initiative, anticipate needs, and solve problems proactively.
• Ability to understand and apply complex information from various sources.
• Cross-train in other hotel areas as needed.
• Maintain confidentiality of sensitive information.
• Perform other duties as assigned by management.