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 a friendly, professional manner, in accordance with Marriott and Highgate Hospitality standards.
* Provide excellent guest service by responding promptly and courteously to guest inquiries regarding hotel services, amenities, facilities, and hours of operation.
* Handle guest check‑ins and check‑outs efficiently and accurately, ensuring a positive arrival and departure experience.
* Maintain proper operation of the PBX console, answering and directing calls according to hotel standards (if applicable).
* Log, secure, and coordinate delivery of guest packages, mail, and messages to guest rooms and meeting spaces.
* Review the Front Office log book, traces, and communications daily to ensure continuity of service between shifts.
* Provide accurate information to guests regarding local restaurants, transportation options, entertainment, and area attractions.
* Follow all credit card, and financial policies in compliance with Marriott and Highgate standards.
* Maintain awareness of current room rates, packages, promotions, and special offers as outlined in the Red Book or brand systems.
* Be familiar with all in‑house groups, special programs, closed‑out dates, and rate restrictions.
* Obtain all required guest information when taking reservations and follow established rate‑quoting and reservation procedures.
* Maintain working knowledge of hospitality terminology, policies, and procedures.
* Be knowledgeable of emergency procedures and assist guests and team members as needed.
* Use proper two‑way radio etiquette and professional communication when interacting with other departments.
* Demonstrate strong proficiency in the Front Desk computer systems and related technology.
* Complete all assigned tasks and duties on the shift‑specific checklist accurately and in a timely manner.
* Perform daily operational reports including, but not limited to, bucket checks, room rate verification reports, and housekeeping reports.
* Balance and prepare individual shift paperwork and reports according to hotel and brand standards.
* Promote, maintain, and enroll guests in applicable promotions and Marriott Bonvoy loyalty programs.
* Maintain a clean, organized, and professional Front Desk and work area at all times.
* Assist guests with safe deposit box access in accordance with hotel policy.
Qualifications:
* High School diploma or equivalent required.
* College coursework in a related field is helpful.
* Prior hotel or hospitality experience preferred.
* Customer service experience preferred.
* Marriott systems experience, including FOSSE training, strongly preferred but not required.
* Computer experience required, including the ability to learn new systems.
* Flexible availability required; long hours, weekends, and holidays may be necessary based on business needs.
* Ability to perform light work, including exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently to lift, carry, push, pull, or otherwise move objects.
* Ability to stand for the duration of the assigned shift.
* Maintain a warm, professional, and friendly demeanor at all times.
* Ability to communicate effectively, both verbally and in writing, with guests and employees at all levels in a courteous and service‑oriented manner.
* Strong listening skills with the ability to understand, clarify, and resolve concerns raised by guests and team members.
* Ability to multitask, prioritize responsibilities, and meet deadlines in a fast‑paced environment.
* Approach all guest and employee interactions in an attentive, friendly, and service‑focused manner.
* Attend all required hotel meetings and training sessions.
* Maintain regular and reliable attendance in compliance with Highgate Hotel Standards and scheduling requirements, which may vary based on operational needs.
* Maintain high standards of personal appearance and grooming, including proper uniform and nametag compliance.
* Adhere to Highgate Hotel Standards and safety regulations to support efficient and safe hotel operations.
* Demonstrate initiative by anticipating guest needs and identifying opportunities for improved efficiency or service.
* Ability to effectively handle problems by anticipating, identifying, and resolving issues as needed.
* Ability to understand and apply detailed information, policies, and procedures from multiple sources.
* Willingness and ability to cross‑train in other hotel departments as required.
* Maintain confidentiality of guest, employee, and company information at all times.
* Perform other duties as assigned by management.
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