E11EVEN - Guest Services Agent

E11EV
EN 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 every guest at the Front Desk with confidence, warmth, and professionalism, creating a strong first impression that reflects the service energy of E11EV
EN Hotel & Residences. They provide accurate, timely information regarding hotel amenities, services, hours of operation, and on-property offerings while anticipating guest needs and opportunities to elevate the experience. They maintain 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.

They respond efficiently and courteously to guest inquiries related to dining, transportation, entertainment, and local experiences, serving as a knowledgeable resource throughout the guest stay. They log, track, and ensure timely delivery of all guest packages, mail, messages, and meeting room communications in accordance with established procedures. They review Front Office logs, trace files, and guest requests daily to ensure follow-up, accuracy, and continuity across shifts.

They process guest check-ins and checkouts efficiently and accurately, ensuring proper identification, payment authorization, and adherence to brand service standards. They follow all cash handling, credit, and financial control procedures with accuracy and integrity to protect guest information and hotel assets. They maintain working knowledge of current room rates, packages, promotions, and special offers, and accurately apply rate-quoting scenarios when handling guest inquiries or reservations.

They demonstrate awareness of in-house groups, closed-out dates, and restricted periods to support effective room assignment and guest communication. They obtain all required guest information when securing reservations and ensure accuracy within the Front Desk system to support operational and revenue goals. They maintain familiarity with hospitality terminology, emergency procedures, and life-safety protocols, providing support and assistance as needed during guest or operational incidents.

They operate all Front Desk systems and technology platforms with accuracy and confidence, completing shift duties and checklist requirements efficiently and on time. They complete required operational reports, including bucket checks, room rate verification, and housekeeping reports, ensuring accuracy and timely submission. They balance and organize all shift documentation in preparation for shift closeout in accordance with hotel standards.

They actively promote hotel programs, guest initiatives, and special promotions while maintaining a clean, organized, and professional Front Desk work area. They assist guests with the use of safe deposit boxes and ensure proper execution of security procedures and documentation.

Qualifications include a high school diploma or equivalent, 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…