E11EVEN - Guest Services Agent

## 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 Inspired by the human condition in its many forms, E11EVEN Club Hotel & Residences were created to promote an exclusive, personal and self-curated way of being. At the Residences, choice surrounds you all day long. Whether you jetset or prefer to reset, these residences offer moments and experiences that speak to each individual’s taste and preference. Located within the creative and thriving metropolis of Miami, E11even Club Hotel & Residences perfectly reflect the vibrancy of its surroundings, people and culture. So reimagine yourself here and get to the essence of what living your way, is truly all about. ## Overview The Guest Services Agent is a key ambassador of the E11EVEN Hotel & Residences experience, delivering a warm, confident, and efficient first and last impression for every guest. This 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. ## Responsibilities - Welcomes every guest at the Front Desk with confidence, warmth, and professionalism, creating a strong first impression that reflects the service energy of E11EVEN 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 checkouts 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. - Maintains working knowledge of current room rates, packages, promotions, and special offers, and accurately applies rate‑quoting scenarios when handling guest inquiries or reservations. - Demonstrates awarenes…