Guest Experience Concierge

Highgate; New Jersey; Hybrid; USD 21,000 - 30,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term and long-term disability

401(k) Retirement Plan with employer7

Paid holidays

Paid vacation

Paid sick leave

Employee assistance program (EAP)

Tuition reimbursement

Jury duty / personal leave / medical/m

Job summary

The Guest Service Agent at Highgate Hotels' Residence Inn Saddle River 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.

Greet guests, operate the front desk system, answer inquiries about services, and assist with packages, promotions, and safety procedures. This role requires a warm demeanor, multitasking, and adherence to hotel standards.

Qualifications

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Flexible and long hours sometimes required.

Responsibilities

• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

Skills

Customer Service

Communication

Multitasking

Hospitality mindset

Education

High School diploma or equivalent

College course work in related field helpful

Tools

PBX console

Front Desk computer system

Job description

The Guest Service Agent at Highgate Hotels' Residence Inn Saddle River 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.

Greet guests, operate the front desk system, answer inquiries about services, and assist with packages, promotions, and safety procedures. This role requires a warm demeanor, multitasking, and adherence to hotel standards.