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- Tasks: Provide exceptional service to guests during check-in, stay, and checkout.
- Company: Join Highgate, a leading innovator in hospitality management with a global presence.
- Benefits: Enjoy flexible hours, competitive pay, and opportunities for growth in a dynamic environment.
- Why this job: Be part of a vibrant team that values customer service and personal development.
- Qualifications: High school diploma required; customer service experience preferred; college coursework is a plus.
- Other info: Work in a friendly atmosphere at Courtyard Potomac Mills, with potential for cross-training.
Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate's portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues.
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, entertainment, etc.
- Follow all cash handling and credit policies.
- Be aware of all rates, packages and special promotions as listed in the Red Book.
- 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 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.
- Be able to 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.
- 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 service experience preferred.
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and in writing, with all levels 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.
- 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.
Contact Detail:
Highgate Hotels L.P. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Front Desk Agent
✨Tip Number 1
Familiarise yourself with the specific hotel and its services. Knowing details about the Courtyard Potomac Mills, such as its amenities and local attractions, will help you engage confidently with guests during your interview.
✨Tip Number 2
Practice your customer service skills by role-playing common scenarios you might encounter as a Front Desk Agent. This will prepare you to demonstrate your ability to handle guest inquiries and issues effectively.
✨Tip Number 3
Research Highgate Hotels and their values. Understanding their approach to hospitality and their market presence can help you align your answers with what they are looking for in a candidate.
✨Tip Number 4
Network with current or former employees of Highgate Hotels. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Front Desk Agent
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Front Desk Agent position. Understand the responsibilities and qualifications required, so you can tailor your application accordingly.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service or hospitality. Emphasise any previous roles that involved front desk duties or guest interactions, showcasing your ability to handle inquiries and provide excellent service.
Craft a Compelling Cover Letter: Write a cover letter that reflects your enthusiasm for the role and the company. Mention specific aspects of Highgate Hotels that attract you, and explain how your skills and experiences align with their values and the job requirements.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application demonstrates attention to detail, which is crucial for a Front Desk Agent role.
How to prepare for a job interview at Highgate Hotels L.P.
✨Know the Company
Before your interview, take some time to research Highgate Hotels. Understand their values, mission, and the specific role they play in the hospitality industry. This will help you tailor your answers and show genuine interest.
✨Demonstrate Customer Service Skills
As a Front Desk Agent, customer service is key. Prepare examples from your past experiences where you provided excellent service or resolved guest issues. Highlight your ability to remain calm and friendly under pressure.
✨Familiarise Yourself with Hospitality Terminology
Make sure you understand common hospitality terms and practices. This knowledge will not only impress your interviewers but also show that you are serious about the role and ready to hit the ground running.
✨Practice Communication Skills
Effective communication is crucial for this position. Practice speaking clearly and confidently about your experiences. Be prepared to answer questions in a friendly and courteous manner, as this reflects the service-oriented approach expected at Highgate.
