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Guest Services Agent - Hilton Garden Inn

at HCareers

Posted: 11/9/2020
Job Reference #: 9447_1546157

Job Description

Highgate Hotels

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. www.highgate.com .


Hilton Garden Inn Key West / The Keys Collection is a brand new hotel that debuted in Key West, the southernmost city in the continental USA, in April 2016. This upscale hotel is set at the entry point of Key West on North Roosevelt Boulevard and is convenient to the island's best attractions such as Old Town, Mallory Square, Smathers Beach and the Hemingway House. The hotel is also close to Duval Street, the center of the action, where Key West's best restaurants, bars, nightlife and shopping reside. Boasting 141 brand new guest rooms, the hotel's facilities include a restaurant, indoor and outdoor bars, pool and Concierge desk, plus an abundance of complimentary amenities.

Employment Status



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.


    - 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 (if applicable).
    - 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.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!