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Guest Services Agent
Company : Highgate
Location : New York, NY, 10013
Job Type : Full Time
Date Posted : 30 December 2025
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
Drawing on the creative heritage of SoHo, ModernHaus is a place where art, community, and innovation come together in an unforgettable urban setting. For travelers craving fresh air and plenty of room to spread out, ModernHaus SoHo boasts 11,000 square feet of outdoor space— providing a rare resort experience in the heart of New York City. Take in rooftop views from the pool deck, relax amid lush vegetation on an outdoor lounge, or dine en plein air at the Veranda restaurant, which occupies a fully retractable glass greenhouse.
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.
Hourly salary: $25.28
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.
Hourly salary: $25.28
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.
Hourly salary: $25.28
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Frequently asked questions
New York City’s hospitality sector is fiercely competitive, especially for guest services agent roles. Candidates with strong customer service skills and familiarity with local attractions tend to stand out. Highgate’s reputation also attracts many applicants, making preparation and unique experience crucial to securing a position here.
Working at ModernHaus Soho means handling a blend of urban vibrancy and resort-style guest expectations. You’ll need to balance personalized guest interactions with efficient front desk management while leveraging digital tools. The rooftop and outdoor spaces often require coordination for guest inquiries about amenities and local events.
Top guest services agents excel in multitasking, clear communication, and cultural sensitivity due to New York’s diverse clientele. Knowledge of hospitality technology, quick problem-solving, and maintaining composure during busy shifts are essential for elevating guest satisfaction in premium properties.
Entry-level guest service agents often progress into supervisory roles or specialize in guest relations and event coordination. Building expertise in revenue management and hotel operations at companies like Highgate opens doors to management tracks within hospitality or real estate asset management sectors.
Certifications like the NYS Food Protection Certificate or customer service workshops tailored to NYC’s hospitality standards can enhance your profile. Training in emergency response and cultural competency are also valued, reflecting the city’s diverse guest demographics and safety regulations.
The $25.28 hourly wage is competitive within NYC’s upscale hotel segment, often exceeding entry-level rates. This reflects Highgate’s commitment to attracting skilled guest service professionals who can handle demanding environments while delivering exceptional service.
Highgate fosters a culture emphasizing innovation and personalized guest care. Agents benefit from ongoing training, supportive leadership, and a focus on leveraging technology for efficient service delivery, creating a dynamic work environment that encourages professional growth.
Highgate’s approach integrates asset management insights with hospitality, meaning guest services agents often engage with broader revenue strategies and property operations. The emphasis on bespoke lifestyle brands also requires a higher level of adaptability to unique guest experiences compared to standard hotel roles.
A guest services agent manages front desk operations including check-ins, checkouts, and guest inquiries. They coordinate with housekeeping, handle payments, and promote hotel amenities, all while maintaining a welcoming atmosphere that ensures a seamless guest experience.
While prior hospitality experience is beneficial, enthusiasm for customer service, strong communication skills, and adaptability can compensate. New York’s fast-paced environment rewards those eager to learn and able to manage diverse guest needs effectively.