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About the Role

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

• Answer inquiries from guests regarding restaurants, transportation, and entertainment.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages, and special promotions.
• 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.
• Operate all relevant aspects of the Front Desk computer system.
• Complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

Requirements

• College course work in a related field is helpful.
• Experience in a hotel or a related field is preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Maintain a warm and friendly demeanor at all times.
• Effectively communicate verbally and written with all levels of employees and guests.
• Effectively listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Maintain regular attendance in compliance with Highgate Hotel Standards.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations.
• Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
• Effectively handle problems, including anticipating, preventing, identifying, and solving them.
• Understand and apply complex information from various sources.
• Cross-train in other hotel-related areas.
• Maintain confidentiality of information.
• Show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.

Skills

• Customer Service
• Communication
• Multitasking
• Problem-solving
• Computer proficiency

Location

• New York City

Work Type

• Hourly

Education Level

• High School diploma or equivalent

About the Company

• Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.
• Highgate has a 30-year track record as an innovator in the hospitality industry.
• This forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.
• Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts.
• The company utilizes industry-leading revenue management tools.
• Highgate has an executive team of seasoned hospitality leaders and corporate offices worldwide.
• Highgate is a trusted partner for top ownership groups and major hotel brands.