Guest Services Agent
US-FL-Key West
Hourly
Req #: 65667
Type: Full-Time
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Overview: The Lobby Ambassador 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: Education & Experience: * 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. Physical requirements: * Flexible and long hours sometimes required. * Light work - Exerting up to 125 pounds of force occasionally, and/or up to 125 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. * Ability to stand during entire shift. * General Requirements * Maintain a warm and friendly demeanor at all times. * Must be able to effectively communicate both verbally and written, with all level 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 towards 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. Qualifications: Fundamental Requirements * Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards. * Answer guest inquires 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 inquires from guests regarding restaurants, transportation, entertainment, etc. * Be familiar with all in-house groups. * Be familiar with hospitality terminology. * Have knowledge of emergency procedures and assist as needed. * 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. * Maintain and market promotions and guest programs. * Maintain a clean work area. * Retrieve guest items from cars, buses, vans and carts. Grasp, lift, carry and/or load luggage and packages Weighing up to 125 lbs. onto a bell cart to transport items throughout the hotel to designated rooms. * Navigate bell carts through public areas, guest room corridors and to elevators. Requires physical stamina to stand, lift, carry and walk continuously for the duration of shift. * Escort guests to accommodations, visually inspect the room and telephone any deficiencies such as towels to housekeeping immediately. Point out room features and directory for reference. * Organize and store luggage as necessary in a designated area.
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