Guest Services Agent

Stockton, CA, USA|Onsite

Job Overview

Employment Type

Hourly

Compensation

Hourly

Range $16.25 - $20.50

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Career development opportunities

Flexible work schedule

Job Description

Highgate is a renowned global real estate investment and hospitality management company, boasting over 30 years of industry experience and managing assets valued at more than 15 billion dollars. The company’s diverse portfolio includes more than 400 hotels across North America, Europe, the Caribbean, and Latin America, making Highgate a leading player in the hospitality sector. Known for its innovative approach, Highgate offers expert guidance throughout all phases of the property cycle—from initial planning and development to recapitalization or disposition. The firm’s strategic focus includes the development of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, all featuring contemporary programming and an adept use of digital tools. Highgate’s utilization of advanced revenue management systems allows it to effectively analyze market trends, maximize asset value, and drive consistent outperformance. With a leadership team composed of seasoned hospitality executives and corporate offices around the globe, Highgate has cemented its reputation as a trusted partner to premier ownership groups and major hotel brands worldwide. Visit their website at www.highgate.com for further insight.

The Hampton Inn Tracy, situated at 2400 Naglee Road in Tracy, CA, is seeking a dedicated Guest Service Agent to enhance the guest experience through attentive, courteous, and efficient service during check-in, the duration of the guest stay, and checkout. This hourly position emphasizes the importance of maximizing room revenue and occupancy while maintaining high hospitality standards consistent with Highgate’s values. The role requires a warm and professional interaction with guests, including greeting, responding to inquiries, managing front desk operations like the PBX console, and facilitating communication and logistics such as package handling and message delivery. This position demands proficiency in the front desk computer system, thorough knowledge of hotel services, current promotions, and emergency procedures. The Guest Service Agent will be responsible for maintaining accurate shift reports, cash handling, and ensuring that all operations and guest interactions adhere to Highgate’s policies. This role goes beyond traditional front desk duties as it includes marketing promotions, assisting with safe deposit boxes, and actively contributing to problem-solving and operational efficiency. The ideal candidate will demonstrate exceptional communication skills, multitasking abilities, professionalism, and a service-oriented approach at all times. This opportunity is perfect for individuals seeking a dynamic role in hospitality, with room for growth within a top-tier management company.

Job Requirements

High school diploma or equivalent
computer experience
able to stand for entire shifts
capable of handling light physical work up to 20 pounds
flexible availability including long hours
effective communication skills
customer service orientation
ability to multitask
maintain a warm and friendly demeanor
attendance compliance with scheduling needs
proper uniform and grooming
comply with hotel operational standards and regulations
demonstrate problem-solving skills
maintain confidentiality
demonstrate initiative in anticipating guest and operational needs
attend all required meetings and training
maintain high standards of personal appearance

Job Qualifications

High school diploma or equivalent
college coursework in a related field is helpful
experience in a hotel or related field preferred
computer experience required
customer service experience preferred
effective verbal and written communication skills
ability to multitask and prioritize responsibilities
knowledge of hospitality terminology
understanding of emergency procedures
ability to maintain confidentiality
ability to work flexible and long hours as needed
positive and friendly demeanor
ability to handle complex information and data
willingness to cross-train in other hotel areas

Job Duties

Greet and welcome all guests at the front desk in accordance with Highgate Hotel standards
operate the PBX console and ensure all hotel standards are met
answer guest inquiries about hotel services, facilities, and hours of operation promptly
ensure logging and delivery of packages, mail, and messages to guests and meeting rooms
review front office log and trace file daily
respond to guest inquiries about restaurants, transportation, and entertainment options
follow all cash handling and credit policies
maintain knowledge of all rates, packages, special promotions, and in-house groups
handle check-ins and checkouts efficiently and courteously
use proper two-way radio etiquette when communicating with staff
operate front desk computer systems proficiently
complete shift checklists and reports including bucket check, room rate verification, and housekeeping reports
balance and prepare closing paperwork for the shift per hotel standards
maintain and market promotions and guest programs
maintain a clean and organized work area
assist guests with safe deposit boxes
perform other duties as requested by management