Guest Service Agent
Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle.
Park Lane New York, situated on Billionaires' Row home to the world's most coveted addresses on Central Park South has been completely reimagined as a departure from its neighbors and serves as a unique and inclusive retreat within walking distance of the city's cultural hubs including Lincoln Center, Carnegie Hall, 5th Avenue shopping, and the Museum of Modern Art. The 47-story property features 610 rooms nearly half of which provide sweeping park-facing views and 11,000 square feet of reimagined indoor and outdoor event space. A fitness center perched on the fifth floor offers state-of-the-art equipment and its own separate outdoor terrace. The reimagined hotel features three new food & beverage venues throughout the hotel including an 80-seat lobby bar with an outdoor promenade, an intimate restaurant on the hotel's second floor, and Central Park South's only rooftop lounge atop the hotel. Perched on the 47th floor, the cocktail bar will treat guests to a one-of-a-kind experience against the backdrop of Manhattan's sprawling skyline and park.
Responsibilities
- Greet and welcome all guests approaching the Front Desk.
- Maintain proper operation of the PBX console.
- Answer guest inquiries about hotel services.
- Ensure logging and delivery of packages, mail, and messages.
- Review Front Office log and Trace File daily.
- 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.
- Be familiar with all in-house groups.
- Be aware of closed out and restricted dates.
- Obtain all necessary information when taking room reservations.
- 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.
- Fully comprehend and operate all relevant aspects of the Front Desk computer system.
- Be able to perform and complete all tasks and duties on the shift checklist.
- Be able to complete a bucket check, room rate verification report, and housekeeping report.
- Balance and prepare individual paperwork for closing of shift.
- Maintain and market promotions and guest programs.
- Maintain a clean work area.
- Assist guests with safe deposit boxes.
- Perform other duties as requested by management.
Qualifications
- College course work in related field.
- Experience in a hotel or a related field.
- High School diploma or equivalent.
- Computer experience.
- Customer Services experience.
- Flexible and long hours sometimes required.
- Knowledge of Opera PMS systems.
- At least 1+ years of high-volume experience in luxury lifestyle hotels.
- Light work.
- Ability to stand during entire shift.
- Maintain a warm and friendly demeanor.
- Effective communication skills.
- Ability to listen to, understand, and clarify concerns.
- Ability to multitask and prioritize.
- Attend all hotel required meetings and trainings.
- Maintain regular attendance in compliance with Highgate Hotel Standards.
- Maintain high standards of personal appearance and grooming.
- Comply with Highgate Hotel Standards and regulations.
- Maximize efforts towards productivity.
- Ability to handle problems.
- Ability to understand and apply complex information.
- Ability to cross-train in other hotel related areas.
- Maintain confidentiality of information.
- Ability to show initiative.