E11EVEN - Guest Services Agent

E11EVEN Club Hotel & Residences Guest Services Agent

The Guest Services Agent is a key ambassador of the E11EVEN Hotel & Residences experience, delivering a warm, confident, and efficient first and last impression for every guest. This role is responsible for providing attentive and personalized service throughout the guest journey from check-in and stay support to departure, while maintaining accuracy, pace, and professionalism in a high-energy luxury environment. Guest Services Agents actively contribute to guest satisfaction and hotel performance by anticipating needs, resolving requests with care, and supporting revenue and occupancy goals through informed, service-driven interactions.

Responsibilities

1. Welcomes every guest at the Front Desk with confidence, warmth, and professionalism, creating a strong first impression that reflects the service energy of E11EVEN Hotel & Residences.
2. Provides accurate, timely information regarding hotel amenities, services, hours of operation, and on-property offerings while anticipating guest needs and opportunities to elevate the experience.
3. Maintains professional operation of communication systems, including PBX and two-way radios when applicable, ensuring adherence to hotel standards and proper communication etiquette at all times.
4. Responds efficiently and courteously to guest inquiries related to dining, transportation, entertainment, and local experiences, serving as a knowledgeable resource throughout the guest stay.
5. Logs, tracks, and ensures timely delivery of all guest packages, mail, messages, and meeting room communications in accordance with established procedures.
6. Reviews Front Office logs, trace files, and guest requests daily to ensure follow-up, accuracy, and continuity across shifts.
7. Processes guest check-ins and checkouts efficiently and accurately, ensuring proper identification, payment authorization, and adherence to brand service standards.
8. Follows all cash handling, credit, and financial control procedures with accuracy and integrity to protect guest information and hotel assets.
9. Maintains working knowledge of current room rates, packages, promotions, and special offers, and accurately applies rate-quoting scenarios when handling guest inquiries or reservations.
10. Demonstrates awareness of in-house groups, closed-out dates, and restricted periods to support effective room assignment and guest communication.
11. Obtains all required guest information when securing reservations and ensures accuracy within the Front Desk system to support operational and revenue goals.
12. Maintains familiarity with hospitality terminology, emergency procedures, and life-safety protocols, providing support and assistance as needed during guest or operational incidents.
13. Operates all Front Desk systems and technology platforms with accuracy and confidence, completing shift duties and checklist requirements efficiently and on time.
14. Completes required operational reports, including bucket checks, room rate verification, and housekeeping reports, ensuring accuracy and timely submission.
15. Balances and organizes all shift documentation in preparation for shift closeout in accordance with hotel standards.
16. Actively promotes hotel programs, guest initiatives, and special promotions while maintaining a clean, organized, and professional Front Desk work area.
17. Assists guests with the use of safe deposit boxes and ensures proper execution of security procedures and documentation.

Qualifications

• A high school diploma or equivalent is required, with college coursework in a related field preferred.
• Previous experience in a hotel, hospitality, or customer service environment is preferred, with experience in a luxury or lifestyle brand strongly valued due to elevated service expectations.
• Strong computer skills are required, including the ability to quickly learn and operate hotel systems and technology.
• The role requires flexibility to work varying schedules, including long or extended hours as business needs may require.
• The physical requirements of this position include the ability to perform light work, occasionally lifting up to 20 pounds and standing for the duration of the shift.
• A warm, friendly, and professional demeanor must be maintained at all times when interacting with guests and team members.
• Effective verbal and written communication skills are required to engage with guests and employees at all levels in an attentive, courteous, and service-oriented manner.
• The ability to listen actively, understand guest needs, and clarify concerns with professionalism and empathy is essential.
• Strong organizational skills are required, including the ability to multitask, prioritize responsibilities, and meet deadlines in a fast-paced environment.
• Regular attendance is required in accordance with scheduling needs, along with participation in all required meetings and training sessions.
• A polished professional appearance must be maintained at all times, including wearing the designated uniform and name tag.
• Compliance with Highgate standards, policies, and safety regulations is required to support safe and efficient hotel operations.
• The ability to identify productivity opportunities, recognize problem areas, and assist in implementing solutions is an important expectation of the role.
• Demonstrated problem-solving skills are required, including the ability to anticipate, prevent, identify, and resolve operational or guest-related issues.
• The ability to understand and apply information from multiple sources to meet job expectations and operational objectives is required.
• The flexibility to cross-train in other hotel departments as needed is expected to support overall hotel operations.
• The ability to maintain confidentiality and handle sensitive information with discretion and professionalism is essential.
• Proactive initiative is expected, including the ability to anticipate guest or operational needs and respond accordingly.