E11EVEN Hotel & Residences Guest Services AgentThe 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, services, hours of operation, and on-property offerings while anticipating guest needs and opportunities to elevate the experience, maintaining professional operation of communication systems, responding efficiently and courteously to guest inquiries related to dining, transportation, entertainment, and local experiences, logging, tracking, and ensuring timely delivery of all guest packages, mail, messages, and meeting room communications in accordance with established procedures, reviewing Front Office logs, trace files, and guest requests daily to ensure follow-up, accuracy, and continuity across shifts, processing guest check-ins and checkouts efficiently and accurately, ensuring proper identification, payment authorization, and adherence to brand service standards, following all cash handling, credit, and financial control procedures with accuracy and integrity to protect guest information and hotel assets, maintaining working knowledge of current room rates, packages, promotions, and special offers, and accurately applying rate-quoting scenarios when handling guest inquiries or reservations, demonstrating awareness of in-house groups, closed-out dates, and restricted periods to support effective room assignment and guest communication, obtaining all required guest information when securing reservations and ensuring accuracy within the Front Desk system to support operational and revenue goals, maintaining familiarity with hospitality terminology, emergency procedures, and life-safety protocols, providing support and assistance as needed during guest or operational incidents, 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 in accordance with hotel standards, actively promoting hotel programs, guest initiatives, and special promotions while maintaining a clean, organized, and professional Front Desk work area, 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, the ability to listen actively, understand guest needs, and clarify concerns with professionalism and empathy, 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 to meet job expectations and operational objectives, the flexibility to cross-train in other hotel departments as needed, 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, a 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 in accordance with applicable law. 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; employees working in the City of Denver receive 64 hours of designated holiday time per calendar 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. Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.
