Risevoic
Guest Services Agent
Company : Highgate
Location : New Orleans, LA, 70130
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
Located just steps away from top Big Easy attractions in the Arts District and French Quarter, this luxury hotel reflects the charm and mystery of New Orleans. Enjoy newly renovated accommodations and the flawless service of a professional, courteous staff that knows how to take care of everything.
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.
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Frequently asked questions
New Orleans’ vibrant tourism drives steady demand for Guest Services Agents, yet competition remains moderate due to a strong local hospitality workforce. Candidates with multilingual skills or prior front desk experience often have an edge securing positions in luxury hotels like those managed by Highgate.
While formal certifications aren’t mandatory for Guest Services Agents in New Orleans, familiarity with hospitality software and exceptional customer service skills are highly valued. Knowledge of local attractions and cultural nuances enhances guest interactions, boosting employability in this city’s unique market.
Handling high guest volumes, managing reservation complexities, and addressing diverse guest needs require multitasking and composure. Agents must swiftly resolve issues like booking errors or special requests while maintaining a warm and professional demeanor throughout demanding shifts.
Strong communication, problem-solving aptitude, and proficiency with front desk systems are crucial. Agents who demonstrate leadership potential and adaptability often progress into supervisory roles, guest relations management, or assistant guest service manager positions within hospitality companies.
Highgate offers exposure to upscale properties with an emphasis on digital tools and contemporary guest services, enhancing professional growth. However, agents should be prepared for flexible hours and the fast-paced nature of luxury hospitality in a culturally rich city like New Orleans.
Highgate’s global presence and focus on innovation elevate the Guest Services Agent’s responsibilities, emphasizing high service standards and technology use. Agents benefit from structured training and career pathways, aligning with the company's commitment to excellence and market adaptability.
Guest Services Agents in New Orleans generally earn between $12 to $17 per hour, depending on experience and hotel prestige. Highgate's luxury properties often offer competitive pay within this range, coupled with potential bonuses linked to guest satisfaction and operational performance.
Guest Services Agents primarily handle front desk tasks including check-ins and guest inquiries, while Coordinators often manage behind-the-scenes logistics, coordinating guest requests and service teams. The Agent role is more guest-facing, requiring direct interaction and problem resolution.
Many assume it's a simple receptionist role, but it demands multitasking, conflict resolution, and knowledge of revenue management. The position also requires emotional intelligence to handle diverse guests and maintain hospitality standards under pressure.
Part-time roles are available but often require flexibility with shifts, including nights and weekends, reflecting hotel operational needs. Balancing this schedule with other obligations is manageable but demands good time management and adaptability, especially in a bustling city like New Orleans.