Compensation Type

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Overview

Answers and directs incoming calls from inside and outside the hotel. Takes Room Service orders. Identifies all guest needs and handles their requests. Dispatches Service Express Runners and Luggage Attendants and other hotel staff via two-way radio and telephone. Member of Emergency Response team. The Service Express® Agent is a back-of-the-house concierge.

Responsibilities

• Answers and directs all external incoming telephone calls following Starwood’s telephone etiquette.
• Answers all internally generated guest and delivery-related associate calls.
• Dispatches delivery, security, banquets, engineering, housekeeping and others to the Service Express® Attendants.
• Takes room service orders from guests over the telephone. Enters orders into Micros system. Communicates special instructions to the kitchen and expediters. Up-sells Room Service orders.
• Posts room service charges, settles tickets, completes employee financial and closes day procedures.
• Takes call-in amenity and hospitality orders and organizes deliveries to guests.
• Has extensive knowledge of the Room Service and Beverage Menu and provides guests with further information than what is on the menu.
• Provides a professional and immediate response to guests concerning all menu items and their preparation.
• Answers guests’ questions and assists them with their needs, ensuring all requests are followed through and completed, either manually, written or through voicemail.Handles guests’ complaints and takes action to resolve problems, communicates situation with manager on duty for resolution.
• Takes requests for wake-up calls and follows through to ensure guests receive their wake-up call at the requested time.
• Helps to identify process problems and deficient areas in the hotel and suggest solutions for permanent fixes.
• Follows all accounting procedures according to guidelines to ensure proper revenues and payment on accounts are received and credited.
• Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested.
• Greets guests with a cheerful and pleasant voice using guests’ names at least thrice during conversations.
• Uses Starwood approved Service Express® Technology to ensure delivery of timed orders and other requests at the designated times, following up with delivery and other staff to ensure completion.
• Performs functions of a concierge, their duties and requests, via telephone.Responds to emergency situations calmly and effectively, according to hotel guidelines.
• May perform duties of Front Office Agent as needed.
• Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities.

Qualifications

Experience and Qualifications (Required):

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills

• High school or equivalent education preferred.

Experience and Qualifications (Preferred):

• Prior luxury hospitality experience preferred.
• Previous Starwood hotel experience preferred, but not required.