Front Office Agent
Highgate Hotels - Arlington, VA

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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 .

Job Responsibilities

  • Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards .
  • Maintain proper operation of the PBX console and ensure that all hotel standards are met .
  • 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 .
  • 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 .
Job 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 .
  • 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 .
Job Qualifications .

  • 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 .
Complete health care package, including medical, dental, vision, life, AD&D available after 60 days, 401(k) and much more .

Highgate Hotels - 2 years ago - save job - copy to clipboard
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