Customer Experience Specialist

hace 1 mes


San Juan, San Juan, Puerto Rico Highgate A tiempo completo
Job Summary

We are seeking a skilled and courteous Guest Services Agent to join our team at Highgate Hotels. As a key member of our front desk team, you will be responsible for providing exceptional customer service to our guests while ensuring seamless check-in and checkout experiences.

Key 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 (if applicable).
  • Answer guest inquiries 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 inquiries 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.
About Us

At Highgate Hotels, we are committed to providing exceptional customer service and creating memorable experiences for our guests. Our team members are dedicated to delivering outstanding results and exceeding expectations.

What We Offer:
  • An estimated annual salary of $35,000 - $45,000, depending on experience.
  • A comprehensive benefits package, including health insurance, 401(k) matching, and paid time off.
  • Ongoing training and development opportunities to enhance your skills and advance your career.
  • A dynamic and supportive work environment with a talented team of professionals.


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