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Front Desk Agent
Company : Highgate
Location : Ontario, CA, 91764
Job Type : Full Time / Part Time
Date Posted : 6 January 2026
Compensation Type
HourlyHighgate 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 Ontario
2025 Convention Ctr WayOntario, CA 91764Overview
The Front Office 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
- 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.
- 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.
- 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.
- Must be flexible with schedule including weekend/ nights/ holidays
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Frequently asked questions
A Front Desk Agent excels at multitasking by prioritizing urgent guest needs, using effective communication tools, and maintaining calm under pressure. This skill ensures smooth check-ins, quick responses to inquiries, and efficient handling of reservations, which enhances guest satisfaction in a fast-paced Ontario hotel environment.
Beginning as a Front Desk Agent opens doors to roles such as Front Office Supervisor, Guest Services Manager, or Revenue Coordinator. Developing strong customer service and operational skills at Highgate can lead to leadership opportunities within hotel management or specialized departments in hospitality.
Certifications like the Certified Guest Service Professional (CGSP) or hospitality management courses are valued in Ontario’s competitive hotel market. Additionally, local compliance training related to California hospitality laws can boost a Front Desk Agent’s qualifications and employability.
Ontario’s growing hospitality sector creates steady demand for Front Desk Agents, but competition intensifies during peak tourist seasons. Candidates with bilingual skills, strong tech proficiency, and flexible schedules are often favored by employers like Highgate in this region.
Highgate emphasizes innovation and digital acumen, so Front Desk Agents must be adept with advanced property management systems and revenue tools. The company also values proactive problem-solving and a polished guest interaction style to maintain their brand’s upscale reputation.
At Highgate, Front Desk Agents adhere to stringent service protocols that reflect the company’s international portfolio. Agents are trained to uphold consistent guest experience quality and operational efficiency aligned with global hospitality trends, ensuring seamless service across all Highgate properties.
Front Desk Agents in Ontario generally earn between $14 to $18 per hour, reflecting the local cost of living and hospitality market demand. This range is competitive compared to other California cities like Los Angeles, where wages might be slightly higher due to increased living expenses.
While Front Desk Agents handle direct guest interactions such as check-ins and inquiries, Coordinators often oversee scheduling and operational logistics. Assistants support administrative tasks but may not engage with guests as directly, making the Agent role more front-facing and guest-centric.
Key skills include excellent communication, familiarity with hotel management software, and adaptability to shift work. Demonstrating customer service excellence and local market knowledge can greatly enhance a candidate’s profile when seeking front desk positions in Ontario.
Absolutely. Highgate's emphasis on innovation and comprehensive training provides Front Desk Agents with valuable industry exposure and skill-building opportunities, setting a solid foundation for advancement into supervisory or management roles within the hotel sector.