Front Desk Agent

Front Desk Agent

Compensation: $18.00 – $18.50 per hour (Hourly)

Company Overview: Highgate is a premier real estate investment and hospitality management company recognized as an innovator in the industry. Highgate 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. Its portfolio of global properties represents an aggregate asset value exceeding $20 B and generates over $5 B in cumulative revenues.

The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also develops bespoke hotel brands and utilizes industry‑leading proprietary revenue‑management tools that identify and predict evolving market dynamics to drive performance and maximize asset value.

Residence Inn Roseville, 1930 Taylor Road, Roseville, CA 9566

The Front Desk Agent is responsible for providing attentive, courteous, and efficient service to all guests during check‑in, throughout their stay, and at check‑out, while maximizing room revenue and occupancy.

• 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.
• Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• 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.
• Maintain a warm and friendly demeanor at all times.
• Effective communication skills, both verbal and written, with all levels of employees and guests in an attentive, friendly, courteous, and service‑oriented manner.
• Effective listening skills to understand and clarify concerns raised by employees and guests.
• Ability 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.
• Maintain regular attendance in compliance with Highgate Hotel Standards; scheduling will vary according to hotel needs.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• 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.
• Effective problem‑solving skills: anticipating, preventing, identifying, and solving problems as necessary.
• Ability to understand and apply complex information and data from various sources to meet objectives.
• Capability to 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.