Guest Services Agent

Highgate; New York (NY); On-site; USD 20,664 - 27,552; Part time

Job summary

Highgate Hotels is seeking a Guest Service Agent in New York, New York. This role involves providing exceptional service to guests during check-in, throughout their stay, and at checkout. Key responsibilities include greeting guests, answering inquiries, and overseeing the operation at the Front Desk while ensuring a smooth and courteous process.

The ideal candidate will have customer service experience, effective communication skills, and a High School diploma. Candidates are expected to maintain a friendly demeanor and assist with various hotel operations as required.

Qualifications

• Experience in a hotel or related field preferred.
• Computer experience required.
• Flexible and long hours sometimes required.

Responsibilities

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

Skills

Customer service experience

Effective communication

Ability to multitask

Problem-solving skills

Education

High School diploma or equivalent

College coursework in related field

Job description

Compensation Type

Hourly

Highgate Hotels

Overview

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

• 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 inquiries 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 inquiries 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.

Qualifications

• College coursework in a 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.
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service‑oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service‑oriented manner.
• Attend all hotel‑required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts toward productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross‑train in other hotel‑related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.