Guest Services Agent

E11EVEN 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 include welcoming every guest at the Front Desk with confidence, warmth, and professionalism, providing accurate, timely information regarding hotel amenities, maintaining professional operation of communication systems, responding efficiently and courteously to guest inquiries, logging, tracking, and ensuring timely delivery of all guest packages, mail, messages, and meeting room communications, reviewing Front Office logs, trace files, and guest requests daily, processing guest check-ins and checkouts efficiently and accurately, following all cash handling, credit, and financial control procedures with accuracy and integrity, maintaining working knowledge of current room rates, packages, promotions, and special offers, demonstrating awareness of in-house groups, closed-out dates, and restricted periods, obtaining all required guest information when securing reservations, maintaining familiarity with hospitality terminology, emergency procedures, and life-safety protocols, operating all Front Desk systems and technology platforms with accuracy and confidence, completing required operational reports, balancing and organizing all shift documentation in preparation for shift closeout, actively promoting hotel programs, guest initiatives, and special promotions, assisting guests with the use of safe deposit boxes, and ensuring proper execution of security procedures and documentation.

Qualifications include a high school diploma or equivalent, previous experience in a hotel, hospitality, or customer service environment, strong computer skills, flexibility to work varying schedules, the physical ability to perform light work, a warm, friendly, and professional demeanor, effective verbal and written communication skills, strong organizational skills, regular attendance, a polished professional appearance, compliance with Highgate standards, policies, and safety regulations, the ability to identify productivity opportunities, recognize problem areas, and assist in implementing solutions, demonstrated problem-solving skills, the ability to understand and apply information from multiple sources, the flexibility to cross-train in other hotel departments, the ability to maintain confidentiality and handle sensitive information with discretion and professionalism, and proactive initiative.

Benefits include medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance, 401(k) Retirement Plan with employer matching contributions, paid holidays, paid vacation, paid sick leave, employee assistance program (EAP), educational opportunities/tuition reimbursement, paid jury duty leave, personal leave, medical leave, and military leave. For employees based in Washington, up to 20 days of paid vacation per year, Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next. For employees based in Colorado, 8 paid holidays per year, up to 20 days of paid vacation per year, 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked. For employees based in California, 8 paid holidays per year, up to 20 days of paid vacation per year, Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.