Front Desk Agent

Compensation Type: Hourly Highgate Hotels: <p style="margin: 0px;"><span style="font-size: 10.0pt; font-family: 'Arial Nova',sans-serif;">Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring 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 of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. <a href="https://nam10.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.highgate.com%2F&data=05%7C02%7Cchristopher.greene%40highgate.com%7C5ba1db61aa2644870bcf08deb103a625%7C3b290724ee0b4b3a88d66a1172257251%7C0%7C0%7C639142826441724766%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=0TCAQBOY4kN%2B%2FdFutYKy8kziiFuFaDqmAs31mroqA%2BY%3D&reserved=0" target="_blank" rel="noopener">www.highgate.com</a></span></p> Location: <p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><img src="https://highgate.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=548354&hashed=-655112865" alt="FFI Roswell - ROWFI" /></span></p><p style="margin: 0px;"> </p><p style="margin: 0px;">Fairfield Inn & Suites Roswell</p><div class="outputContainer">1201 N. Main</div><div class="outputContainer">Roswell, NM 88201</div> Overview: <p style="margin: 0in 0in 7.5pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;"><span style="color: #333333;">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</span><span style="color: #333333;">.</span></span></p> Responsibilities: <ul><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Answer inquires from guests regarding restaurants, transportation, entertainment, etc. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Follow all cash handling and credit policies. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Be aware of all rates, packages and special promotions as listed in the Red Book.  </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Be familiar with all in-house groups.  </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Be aware of closed out and restricted dates. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Be familiar with hospitality terminology. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Have knowledge of emergency procedures and assist as needed. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Handle check-ins and checkouts in a friendly, efficient and courteous manner. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Use proper two-way radio etiquette at all times when communicating with other employees. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Be able to complete a bucket check, room rate verification report, and housekeeping report. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Balance and prepare individual paperwork for closing of shift according to hotel standards. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Maintain and market promotions and guest programs. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Maintain a clean work area. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-size: 10pt;"><span style="font-family: arial,helvetica,sans-serif;">Assist guests with safe deposit boxes</span><span style="font-family: arial,helvetica,sans-serif;">.</span> </span></div></li></ul> Qualifications: <ul><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">College course work in related field helpful. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Experience in a hotel or a related field preferred. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">High School diploma or equivalent required. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Computer experience required. </span></div></li><li><div style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 12pt;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Customer Services experience preferred. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Maintain a warm and friendly demeanor at all times. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">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. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Must be able to multitask and prioritize departmental functions to meet deadlines. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Must be able to cross-train in other hotel related areas. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Must be able to maintain confidentiality of information. </span></div></li><li><div style="color: #000000;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">Must be able to show initiative, including anticipating guest or operational needs. </span></div></li><li><div style="color: #000000;"><span style="font-size: 10pt;"><span style="font-family: arial,helvetica,sans-serif;">Perform other duties as requested by management</span><span style="font-family: arial,helvetica,sans-serif;">.</span> </span></div></li></ul><p style="margin: 1em 0px;"> </p>