Reception Agent

Compensation Type

Hourly

Highgate Hotels

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. www.highgate.com

Overview

Step into the future of hospitality at The Atlas Hotel.

 

The Atlas, Boston’s first-of-its-kind hotel, is where local connection meets global inspiration and hospitality intersects with thought leadership.

 

Join us at the ground floor of this brand-new hotel opening and help craft unforgettable moments at the intersection of research, hospitality, and inspiration—where every day is a first.

 

The Reception 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

• Greet and welcome all guests approaching the Front Desk in accordance with The Atlas Hotel standards.
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Answer inquires from guests and assist with reservations for local 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 and follow the rate-quoting SOP.
• Be familiar with hospitality terminology.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Answer telephone console.
• Respond to calls from the intercom system and grant access at the service entrance.
• Assist Front Office team with set up and take down for lobby activations (coffee, tea, games, etc.).
• Operate Relay devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the hotel.
• Report maintenance issues in Alice and to MOD.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system including but not limited to Opera, Alice, InnSpire, Rest, Relay, Bounte, and any additional systems required by management.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs including upsells and upgrades.
• Store luggage for arrivals and departures with luggage tags, as needed.
• Escort guests to rooms and familiarize them with hotel services and amenities (hours of outlets, exercise room, etc.), according to Forbes Standards. Inspect guest’s room to ensure it is in order and that supplies are adequate.
• Assist with delivering packages, mail and messages to guests and meeting rooms, log in Bounte.
• Fluff pillows in lobby area as per The Atlas Hotel Style Guide.
• Maintain a clean, organized work area.
• Communicate and collaborate consistently with the Sales, Housekeeping, Reservations, and Accounting teams to ensure smooth operations.
• Stay up to date by regularly reading emails and keeping informed of all hotel- and guest-related updates.
• Follow emergency procedures and assist as described.
• Use the Alice application to report Housekeeping and Maintenance issues.
• Ensure outstanding overall guest satisfaction.
• Protect guest privacy and security by following Highgate procedures.
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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 Service experience preferred.
• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
• 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.
• Attend all hotel required meetings and trainings.
• 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.
• 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 evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• 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.