E11EVEN - Guest Services Agent

E11even Club Hotel & Residences Guest Services Agent

The Guest Services Agent is a key ambassador of the E11EV
EN 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 guests with confidence, warmth, and professionalism, providing accurate information regarding hotel amenities, maintaining communication systems, responding to guest inquiries, logging and delivering guest packages, processing check-ins and checkouts, following cash handling procedures, maintaining knowledge of room rates and promotions, demonstrating awareness of in-house groups, obtaining guest information, maintaining familiarity with hospitality terminology and emergency procedures, operating front desk systems, completing operational reports, balancing shift documentation, promoting hotel programs, assisting with safe deposit boxes, and maintaining a professional front desk work area.

Qualifications include a high school diploma or equivalent, previous experience in a hotel or customer service environment, strong computer skills, flexibility to work varying schedules, physical ability to perform light work, a warm and professional demeanor, effective communication skills, strong organizational skills, regular attendance, a polished professional appearance, compliance with hotel standards, problem-solving skills, ability to handle sensitive information with discretion, proactive initiative, and the flexibility to cross-train in other hotel departments.