Front Desk Agent

Overview

Highgate Hotels is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30‑year track record as an innovator in the hospitality industry, Highgate provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. The company develops a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. This Front Office Agent position is located at Residence Inn Houston Willowbrook, 7311 West Greens Road, Houston, TX 77064.

Responsibilities

• 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 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.
• Perform other duties as requested by management.

Qualifications

• 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 verbal and written communication with all levels of employees and guests in an attentive, friendly, courteous and service‑oriented manner.
• Strong listening skills; able 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, as required by scheduling.
• Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize productivity, identify problem areas and assist in implementing solutions.
• Effective problem‑handling, including anticipating, preventing, identifying and solving issues as necessary.
• Ability to understand and apply complex information and data from various sources to meet objectives.
• Willingness 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.

Benefits

• Medical, dental, vision, and life insurance.
• Short‑term and long‑term disability insurance.
• 401(k) retirement plan with employer matching contributions.
• Paid holidays.
• Paid vacation.
• Paid sick leave (provided in accordance with applicable law).
• Employee assistance program (EAP).
• Educational opportunities / tuition reimbursement.
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law.
• For employees based in Washington: 8 paid holidays per year; up to 20 days of paid vacation per year (based on classification and length of service); paid sick & safe time accrues at 1 hour per 30 hours worked, with up to 72 hours carried over.
• For employees based in Colorado: 8 paid holidays per year (City of Denver employees receive 64 hours of designated holiday time); up to 20 days of paid vacation per year (based on classification and length of service); 6 days (48 hours) of paid sick leave per year, accrued at 1 hour per 30 hours worked.
• For employees based in California: 8 paid holidays per year; up to 20 days of paid vacation per year (capped at 1.5× annual accrual rate); non‑supervisory employees in Los Angeles accrue up to 22 days of compensated time off (capped at 192 hours); paid sick time accrues at 1 hour per 30 hours worked, with unused time carried over up to 80 hours (Los Angeles employees receive 40 hours of paid sick time annually, not carried over).
• Note: Benefits for associates covered by a collective bargaining agreement are governed by the applicable CBA and may differ from the above.