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Guest Services Agent
Guest Services AgentRoyal Lahaina Resort • Chandler, AZ, US
Guest Services Agent

Guest Services Agent

Royal Lahaina Resort • Chandler, AZ, US
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  • [job_card.full_time]
[job_card.job_description]

Hotel Guest Service Agent

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 include :

  • Greeting and welcoming all guests approaching the Front Desk in accordance with Highgate Hotel standards.
  • Maintaining proper operation of the PBX console and ensuring that all hotel standards are met (if applicable).
  • Answering guest inquiries about hotel services, facilities and hours of operation in a timely manner.
  • Ensuring logging and delivery of packages, mail and messages to guests and meeting rooms.
  • Reviewing Front Office log and Trace File daily.
  • 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 as listed in the Red Book.
  • 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.
  • Flexible and long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and / or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.
  • Maintaining 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.
  • Perform other duties as requested by management.
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