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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 at all times.
- Comprehend and 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 according to hotel standards.
- Maintain and market promotions and guest programs.
- Maintain a clean work area.
- Assist guests with safe deposit boxes.
Requirements
- College coursework 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 Service experience preferred.
- Maintain a warm and friendly demeanor at all times.
- Effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
- Be effective at listening to, understanding, and clarifying 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 to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
- Be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
- Understand and apply complex information, data, etc., from various sources to meet appropriate objectives.
- Be able to 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
- Cash Handling
- Computer Operation
- Communication
- Multitasking
- Problem-Solving
- Attention to Detail
Location
- Horseheads, NY
Work Type
- Hourly
Education Level
- High School diploma or equivalent
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability insurance
- Long-term disability insurance
- 401(k) Retirement Plan with employer matching contributions
- Paid holidays
- Paid vacation
- Paid sick leave
- Employee assistance program (EAP)
- Educational opportunities / Tuition reimbursement
- Paid jury duty leave
- Personal leave
- Medical leave
- Military leave
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.
- With 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, featuring 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 of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.