J1 Winter Guest Service Agent

Overview

Highgate Hotels is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. It is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco, and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. The portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues.

Highgate is a trusted partner for top ownership groups and major hotel brands.

Crested Butte, CO

Salary Range: $20.25/hr

• Travel discounts at Highgate hotels
• Medical coverage (tiered), Dental and Vision for full‑time associates
• 401(k) retirement program for full‑time and part‑time staff who qualify

Applications will be accepted until 11/18/25

• 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 check‑outs 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.

• College coursework in a related field helpful.
• Experience in a hotel or related field preferred.
• High school diploma or equivalent required.
• Computer experience required.
• Customer service experience preferred.
• Flexible and willing to work long hours when required.
• Light work – exerting up to 20 pounds of force occasionally, and up to 10 pounds of force frequently, to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
• Maintain a warm and friendly demeanor at all times.
• Must be able to communicate effectively both verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous and service‑oriented manner.
• Must effectively listen to, understand, and clarify concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service‑oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate hotel standards.
• Maintain high standards of personal appearance and grooming, including proper uniform and name tag.
• Comply with Highgate hotel standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts toward productivity, identify problem areas and assist in implementing solutions.
• Effectively handle problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Cross‑train in other hotel related areas.
• Maintain confidentiality of information.
• Show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.