Guest Experience Telephone Agent

Highgate Hotels, LP; Boston (MA); On-site; USD 58,000 - 69,000; Full time

Job summary

The Newbury Boston, operated by Highgate, is seeking a Guest Experience Telephone Agent to manage guest communications and support in-room dining requests with courtesy and professionalism. This role centers on delivering seamless, attentive service to guests in a luxury Back Bay setting.

You will learn hotel offerings, support VIP procedures, and collaborate with Food & Beverage teams to ensure a flawless guest experience at our premier Boston property.

Qualifications

• High School diploma or equivalent; hotel or related experience preferred.
• Flexible schedule with long hours sometimes required.
• Sedentary work with up to 10 pounds of force occasionally.

Responsibilities

• Handle all guest communications by phone, email, and hotel texting platform in an attentive, courteous and efficient manner, according to standard operating procedures.
• Take and deliver messages according to standards.
• Stay well informed of the in-room dining menu and take orders from guests and input information into Micros.
• Be involved with Food & Beverage trainings to remain knowledgeable of hotel offerings.
• Seek opportunities to upsell food & beverage items from the in-room dining menu.
• Maintain guest privacy at all times.
• Be well informed about property services and hours of operation to share with guests.
• Be familiar with emergency procedures.
• Perform call accounting, if applicable.
• Be familiar with VIP procedures.
• Be able to provide accurate directions to the hotel.
• Be familiar with the surrounding area of the hotel.
• Send/receive guest faxes.
• Serve as Vocera dispatcher, maintaining proper radio and paging procedures.
• Record and relay all guest requests and verify completion through the use of Alice.
• Maintain daily activity log.
• Establish and maintain efficient filing system of guest requests.
• Process wake up calls per the guest's request.
• File PBX reports.
• Maintain clean work area.

Education

High School diploma or equivalent

Job description

Guest Experience Telephone Agent

Requisition ID: 2026-79473

Category: Front Office Operations

Job Location: US-MA-Boston

Property: The Newbury Boston

Compensation Minimum: USD $28.03/Yr.

Compensation Maximum: USD $32.98/Yr.

Compensation Type: Hourly

Company

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Location

The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston's Back Bay is an iconic property originally opened in 1927 as one of the first Ritz-Carlton hotels in the U.S. and most recently was the Taj Boston. The building was recently transformed into a 286-room luxury hotel with 16,000-sq-ft of stunning event spaces, signature dining experiences and a reimagined front entrance on Newbury Street.

Overview

The Guest Experience Agent is responsible for handling both guest and interdepartmental communications. The Guest Experience Agent ensures efficient communication within, to and from the hotel while maintaining attentive, courteous and thoughtful customer service. The Guest Experience Agent will handle all food and beverage requests for in-room dining.

Responsibilities

• Handle all external and internal guest communication through phone, email, and hotel texting platform in an attentive, courteous and efficient manner, according to standard operating procedures.
• Take and deliver messages according to standards.
• Stay well informed of the in-room dining menu and take orders from guests and input information into Micros
• Be involved with Food & Beverage trainings to remain knowledgeable of hotel offerings
• Seek opportunities to upsell food & beverage items from the in-room dining menu
• Maintain guest privacy at all times.
• Be well informed about property services and hours of operation to share with guests
• Be familiar with emergency procedures.
• Perform call accounting, if applicable.
• Be familiar with VIP procedures.
• Be able to provide accurate directions to the hotel.
• Be familiar with the surrounding area of the hotel.
• Send/receive guest faxes.
• Serve as Vocera dispatcher, maintaining proper radio and paging procedures.
• Record and relay all guest requests and verify completion through the use of Alice
• Maintain daily activity log.
• Establish and maintain efficient filing system of guest requests
• Process wake up calls per the guest's request.
• File PBX reports.
• Maintain clean work area.

Qualifications

• High School diploma or equivalent and/or experience in a hotel or related field preferred.
• Flexible and long hours sometimes required.
• Sedentary work - Exerting up to 10 pounds of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.