Guest Services Agent

Highgate; El Paso (TX); On-site; USD 17,000 - 22,000; Full time

Benefits offered by this job

Medical insurance, dental, vision, and

Life insurance

401(k) Retirement Plan with employer’s

Paid holidays

Paid vacation

Paid sick leave

Job summary

Residence Inn El Paso, operated by Highgate Hotels, seeks a Guest Service Agent to deliver attentive front desk service from check-in to checkout. You’ll maximize occupancy and guest satisfaction while maintaining hotel standards.

The role requires excellent communication, reliability, and the ability to multitask in a fast-paced environment. Prior hospitality experience and a flexible schedule are preferred. This on-site position offers comprehensive benefits.

Qualifications

• College coursework in related field helpful.
• Experience in a hotel or related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer services experience preferred.
• Flexible and long hours sometimes required.
• Light work - lifting up to 20 lbs occasionally and up to 10 lbs frequently.
• Ability to stand during entire shift.
• Maintain a warm and friendly demeanor.
• Strong verbal and written communication with guests and staff.
• Ability to multitask and prioritize tasks.
• Attend required meetings and trainings.
• Maintain regular attendance per hotel standards.
• Presentable appearance and grooming; wear uniform and nametag.
• Follow hotel standards and regulations; protect confidentiality.
• Demonstrate initiative and anticipate guest needs.
• Perform other duties as requested by management.

Responsibilities

• Greet and welcome guests at the Front Desk.
• Maintain PBX console operation and hotel standards.
• Answer inquiries about services, facilities, and hours.
• Log and deliver packages, mail, and messages.
• Review Front Office log daily.
• Assist guests with dining, transport, and entertainment info.
• Follow cash handling and credit policies.
• Be aware of rates, packages, and promotions.
• Know in-house group details and key dates.
• Assist with reservations and rate quoting.
• Operate Front Desk systems and complete shift tasks.
• Balance and close shift paperwork.
• Promote promotions and guest programs.
• Maintain a clean work area and assist with guest needs.

Skills

Customer service

Communication

Multitasking

Flexibility

Standing long hours

Computer skills

Teamwork

Education

High school diploma or equivalent

College coursework helpful

Tools

PBX/Front Desk computer system

Job description

Compensation Type

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

Location

Residence Inn El Paso

6355 Gateway W BoulevardEl Paso, TX 79925

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.

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.

Qualifications

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer 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.

Benefits

Highgate offers the following benefits package for this position:

• 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)
• Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

Posting Date

This job opening was posted on 10/19/2026 and will remain open for at least 14 days.