E11EVEN - Guest Services Agent

Guest Services Agent

E11EV
EN 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. The 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.

• Welcomes 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.
• Provides accurate, timely information regarding hotel amenities, services, hours of operation, and on‑property offerings while anticipating guest needs and opportunities to elevate the experience.
• Maintains 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.
• Responds efficiently and courteously to guest inquiries related to dining, transportation, entertainment, and local experiences, serving as a knowledgeable resource throughout the guest stay.
• Logs, tracks, and ensures timely delivery of all guest packages, mail, messages, and meeting room communications in accordance with established procedures.
• Reviews Front Office logs, trace files, and guest requests daily to ensure follow‑up, accuracy, and continuity across shifts.
• Processes guest check‑ins and check‑outs efficiently and accurately, ensuring proper identification, payment authorization, and adherence to brand service standards.
• Follows all cash handling, credit, and financial control procedures with accuracy and integrity to protect guest information and hotel assets.
• Makes working knowledge of current room rates, packages, promotions, and special offers, and accurately applies rate‑quoting scenarios when handling guest inquiries or reservations.
• Demonstrates awareness of in‑house groups, closed‑out dates, and restricted periods to support effective room assignment and guest communication.
• Obtains all required guest information when securing reservations and ensures accuracy within the Front Desk system to support operational and revenue goals.
• Makes familiarity with hospitality terminology, emergency procedures, and life‑safety protocols, providing support and assistance as needed during guest or operational incidents.
• Operates all Front Desk systems and technology platforms with accuracy and confidence, completing shift duties and checklist requirements efficiently and on time.
• Completes required operational reports, including bucket checks, room rate verification, and housekeeping reports, ensuring accuracy and timely submission.
• Balances and organizes all shift documentation in preparation for shift closeout in accordance with hotel standards.
• Actively promotes hotel programs, guest initiatives, and special promotions while maintaining a clean, organized, and professional Front Desk work area.
• Assists guests with the use of safe deposit boxes and ensures proper execution of security procedures and documentation.

• A high school diploma or equivalent is required, 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 up to 20 pounds and standing for the duration of the shift.
• A warm, friendly, and professional demeanor must be…