Guest Services Agent
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. We have Benefits content, so include Benefits section. Pay not mentioned, so no Pay section. Schedule not mentioned, so no Schedule. About the role? Could use Overview as About the role? The instruction says we can use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. The posting includes Overview (which is about the role). Could map Overview to About the role. Responsibilities present. Qualifications present. Benefits present. No explicit Skills section; but Qualifications includes skills. Could combine? But we can have Qualifications section. Also maybe Requirements? The Qualifications includes requirements. Could treat Qualifications as Requirements? But we have both Qualifications and maybe Requirements? The instruction says we can use Requirements heading. But we have Qualifications content; we could put that under Qualifications. Requirements could be omitted if no separate content. We'll include About the role (Overview), Responsibilities, Qualifications, Benefits. We need to use
- for any list of duties/requirements/benefits, and
for prose. We need to preserve all substantive information. So we need to include the location description? The location paragraph: "Location The New Yorker Hotel continues to thrive..." That's location info. Should we include? It's substantive. Could be placed maybe as a short paragraph before sections? Not a heading. Could be a
after some intro? The instruction: fold minor metadata into a short
or drop it. Location is not minor metadata? It's location description. Could be a
before sections. Also the company description at start: "Hourly Highgate Hotels Highgate is a leading real estate investment..." That's company overview. Could be included as a paragraph. We need to preserve all substantive information, but we can drop boilerplate like cookie/navigation/legal/EEO etc. There's none. We need to remove duplicated lines. There's some repeated phrases like "Must be able to..." repeated. We need to keep them? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep them even if duplicated? But also says remove duplicated lines. So we should deduplicate repeated sentences. We need to identify duplicates in Qualifications: many repeated "Must be able to..." statements. We should keep unique ones. Let's extract content. First paragraph: "Hourly Highgate Hotels Highgate 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, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com" We can keep that as a paragraph. Location paragraph: "Location The New Yorker Hotel continues to thrive, attracting visitors from all over the world, including those right here in NYC. With the Jacob Javits Covention Center and Hudson Yards just minutes away, and the revitalized West Side of Manhattan becoming increasingly desirable, we’re confident that our hotel will enjoy continued success well into the future. And we invite you to experience it with us!" We can keep as paragraph. Overview: "Overview The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy." We can put under About the role heading. Responsibilities list: many items. Need to make
- for each duty.
Let's list responsibilities:
- Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
- Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
- Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
- Review Front Office log and Trace File daily.
- Answer inquires 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 checkouts 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.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
- Be able to 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.
That's all.
Qualifications: Need to deduplicate repeated statements.
Let's list qualifications sentences:
- College course work in related field helpful.
- Experience in a hotel or a related field preferred.
- High School diploma or equivalent required.
- Computer experience and OPERA and/or CLOUD experience required.
- Customer Services experience preferred.
- Flexible and long hours sometimes required.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able 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.
- Attend all hotel required meetings and trainings.
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to cross-train in other hotel related areas.
- Must be able to maintain confidentiality of information.
- Must be able to show initiative, including anticipating guest or operational needs.
- Perform other duties as requested by management.
We see some duplicates: "Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner." appears similar to earlier "Maintain a warm and friendly demeanor at all times." Not duplicate exactly. Also "Must be able to effectively communicate both verbally and written..." and "Approach all encounters..." are similar but not identical. We'll keep both as they are distinct.
But there is duplicate: "Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner." appears only once. "Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner." is separate.
Also "Maintain a warm and friendly demeanor at all times." and "Approach all encounters..." similar but keep both.
Also "Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests." unique.
"Must be able to multitask and prioritize departmental functions to meet deadlines." unique.
"Attend all hotel required meetings and trainings." unique.
"Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel." unique.
"Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag." unique.
"Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations." unique.
"Maximize efforts towards productivity, identify problem areas and assist in implementing solutions." unique.
"Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary." unique.
"Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives." unique.
"Must be able to cross-train in other hotel related areas." unique.
"Must be able to maintain confidentiality of information." unique.
"Must be able to show initiative, including anticipating guest or operational needs." unique.
"Perform other duties as requested by management." unique.
Also "Flexible and long hours sometimes required." unique.
"Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects." unique.
"Ability to stand during entire shift." unique.
Now Benefits section: Need to list benefits as
- . The benefits paragraph includes many items. We'll extract list. Benefits text: "We are pleased to offer a comprehensive and competitive benefits package designed to support your health, well-being, and financial future. Medical insurance, dental insurance, vision insurance, 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 for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next. For Employees Based In Colorado 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year Up to 20 days of paid vacation
- for each duty.
Let's list responsibilities:
- Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
- Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
- Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
- Review Front Office log and Trace File daily.
- Answer inquires 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 checkouts 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.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
- Be able to 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.
That's all.
Qualifications: Need to deduplicate repeated statements.
Let's list qualifications sentences:
- College course work in related field helpful.
- Experience in a hotel or a related field preferred.
- High School diploma or equivalent required.
- Computer experience and OPERA and/or CLOUD experience required.
- Customer Services experience preferred.
- Flexible and long hours sometimes required.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able 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.
- Attend all hotel required meetings and trainings.
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to cross-train in other hotel related areas.
- Must be able to maintain confidentiality of information.
- Must be able to show initiative, including anticipating guest or operational needs.
- Perform other duties as requested by management.
We see some duplicates: "Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner." appears similar to earlier "Maintain a warm and friendly demeanor at all times." Not duplicate exactly. Also "Must be able to effectively communicate both verbally and written..." and "Approach all encounters..." are similar but not identical. We'll keep both as they are distinct.
But there is duplicate: "Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner." appears only once. "Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner." is separate.
Also "Maintain a warm and friendly demeanor at all times." and "Approach all encounters..." similar but keep both.
Also "Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests." unique.
"Must be able to multitask and prioritize departmental functions to meet deadlines." unique.
"Attend all hotel required meetings and trainings." unique.
"Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel." unique.
"Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag." unique.
"Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations." unique.
"Maximize efforts towards productivity, identify problem areas and assist in implementing solutions." unique.
"Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary." unique.
"Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives." unique.
"Must be able to cross-train in other hotel related areas." unique.
"Must be able to maintain confidentiality of information." unique.
"Must be able to show initiative, including anticipating guest or operational needs." unique.
"Perform other duties as requested by management." unique.
Also "Flexible and long hours sometimes required." unique.
"Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects." unique.
"Ability to stand during entire shift." unique.
Now Benefits section: Need to list benefits as