| Requisition ID |
2026-77284
|
Category |
Front Office Operations
|
Job Location
|
US-FL-Altamonte Springs
|
Property
|
Residence Inn Altamonte Springs
|
Compensation Type
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 Altamonte Springs
270 Douglas Ave
Altamonte Springs,
FL
32714
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 a friendly, professional manner, in accordance with Marriott and Highgate Hospitality standards.
- Provide excellent guest service by responding promptly and courteously to guest inquiries regarding hotel services, amenities, facilities, and hours of operation.
- Handle guest checkins and checkouts efficiently and accurately, ensuring a positive arrival and departure experience.
- Maintain proper operation of the PBX console, answering and directing calls according to hotel standards (if applicable).
- Log, secure, and coordinate delivery of guest packages, mail, and messages to guest rooms and meeting spaces.
- Review the Front Office log book, traces, and communications daily to ensure continuity of service between shifts.
- Provide accurate information to guests regarding local restaurants, transportation options, entertainment, and area attractions.
- Follow all credit card, and financial policies in compliance with Marriott and Highgate standards.
- Maintain awareness of current room rates, packages, promotions, and special offers as outlined in the Red Book or brand systems.
- Be familiar with all inhouse groups, special programs, closedout dates, and rate restrictions.
- Obtain all required guest information when taking reservations and follow established ratequoting and reservation procedures.
- Maintain working knowledge of hospitality terminology, policies, and procedures.
- Be knowledgeable of emergency procedures and assist guests and team members as needed.
- Use proper twoway radio etiquette and professional communication when interacting with other departments.
- Demonstrate strong proficiency in the Front Desk computer systems and related technology.
- Complete all assigned tasks and duties on the shiftspecific checklist accurately and in a timely manner.
- Perform daily operational reports including, but not limited to, bucket checks, room rate verification reports, and housekeeping reports.
- Balance and prepare individual shift paperwork and reports according to hotel and brand standards.
- Promote, maintain, and enroll guests in applicable promotions and Marriott Bonvoy loyalty programs.
- Maintain a clean, organized, and professional Front Desk and work area at all times.
- Assist guests with safe deposit box access in accordance with hotel policy.
Qualifications
- High School diploma or equivalent required.
- College coursework in a related field is helpful.
- Prior hotel or hospitality experience preferred.
- Customer service experience preferred.
- Marriott systems experience, including FOSSE training, strongly preferred but not required.
- Computer experience required, including the ability to learn new systems.
- Flexible availability required; long hours, weekends, and holidays may be necessary based on business needs.
- Ability to perform light work, including exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently to lift, carry, push, pull, or otherwise move objects.
- Ability to stand for the duration of the assigned shift.
- Maintain a warm, professional, and friendly demeanor at all times.
- Ability to communicate effectively, both verbally and in writing, with guests and employees at all levels in a courteous and serviceoriented manner.
- Strong listening skills with the ability to understand, clarify, and resolve concerns raised by guests and team members.
- Ability to multitask, prioritize responsibilities, and meet deadlines in a fastpaced environment.
- Approach all guest and employee interactions in an attentive, friendly, and servicefocused manner.
- Attend all required hotel meetings and training sessions.
- Maintain regular and reliable attendance in compliance with Highgate Hotel Standards and scheduling requirements, which may vary based on operational needs.
- Maintain high standards of personal appearance and grooming, including proper uniform and nametag compliance.
- Adhere to Highgate Hotel Standards and safety regulations to support efficient and safe hotel operations.
- Demonstrate initiative by anticipating guest needs and identifying opportunities for improved efficiency or service.
- Ability to effectively handle problems by anticipating, identifying, and resolving issues as needed.
- Ability to understand and apply detailed information, policies, and procedures from multiple sources.
- Willingness and ability to crosstrain in other hotel departments as required.
- Maintain confidentiality of guest, employee, and company information at all times.
- Perform other duties as assigned by management.
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Highgate Hotels, LP
Apr 27, 2026