Front Desk Agent 2nd Shift

Highgate; Springfield, Cary (IL, NC); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Front Office Agent who is dedicated to providing exceptional service to guests. This role involves managing check-ins and checkouts, answering guest inquiries, and ensuring a smooth and welcoming experience. The ideal candidate will have strong communication skills, a friendly demeanor, and the ability to multitask effectively in a fast-paced environment. Join a dynamic team that values hospitality and aims to create memorable experiences for every guest. If you're passionate about customer service and thrive in a vibrant setting, this opportunity is perfect for you.

Qualifications

• Must be able to effectively communicate both verbally and in writing.
• Experience in a hotel or related field preferred.

Responsibilities

• Provide attentive and courteous service to guests during check-in and checkout.
• Answer inquiries from guests regarding services and promotions.

Skills

Customer Service

Communication Skills

Multitasking

Computer Experience

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

Country Inn and Suites Springfield, 1751 West 1st Street, Springfield, OH 45504

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

1. College coursework in related field helpful.
2. Experience in a hotel or related field preferred.
3. High School diploma or equivalent required.
4. Computer experience required.
5. Customer service experience preferred.
6. Maintain a warm and friendly demeanor at all times.
7. Must be able to effectively communicate both verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
8. Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
9. Must be able 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, as required by scheduling, which will vary according to the needs of the hotel.
12. Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
13. Comply with Highgate Hotel Standards and regulations to ensure safe and efficient hotel operations.
14. Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
15. Handle problems effectively, including anticipating, preventing, identifying, and solving problems as necessary.
16. Understand and apply complex information, data, etc., from various sources to meet objectives.
17. Cross-train in other hotel-related areas.
18. Maintain confidentiality of information.
19. Show initiative, including anticipating guest or operational needs.
20. Perform other duties as requested by management.