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 include answering inquiries from guests regarding restaurants, transportation, entertainment, etc., following all cash handling and credit policies, being aware of all rates, packages and special promotions, being familiar with all in-house groups, being aware of closed out and restricted dates, obtaining all necessary information when taking room reservations and following the rate-quoting scenario, being familiar with hospitality terminology, having knowledge of emergency procedures and assisting as needed, handling check-ins and checkouts in a friendly, efficient and courteous manner, using proper two-way radio etiquette at all times when communicating with other employees, fully comprehending and being able to operate all relevant aspects of the Front Desk computer system, being able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner, being able to complete a bucket check, room rate verification report, and housekeeping report, balancing and preparing individual paperwork for closing of shift according to hotel standards, maintaining and marketing promotions and guest programs, maintaining a clean work area, assisting guests with safe deposit boxes.
Qualifications include 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, maintaining a warm and friendly demeanor at all times, effectively communicating both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner, effectively listening to, understanding, and clarifying concerns raised by employees and guests, being able to multitask and prioritize departmental functions to meet deadlines, approaching all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner, maintaining regular attendance in compliance with Highgate Hotel Standards, maintaining high standards of personal appearance and grooming, complying with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations, maximizing efforts towards productivity, identifying problem areas and assisting in implementing solutions, being effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary, being able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives, being able to cross-train in other hotel related areas, maintaining confidentiality of information, showing initiative, including anticipating guest or operational needs, performing other duties as requested by management.
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