Guest Services Agent

Guest Services Agent at Renaissance Las Vegas Hotel supports smooth front desk operations and exceptional guest experiences from arrival through departure.

Responsibilities

• Greet and welcome guests approaching the Front Desk in line with Highgate Hotel standards.
• Operate the PBX console (if applicable) and help ensure hotel standards are met.
• Respond to guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Log and deliver packages, mail, and messages to guests and meeting rooms.
• Review the Front Office log and Trace File on a daily basis.
• Answer guest questions related to restaurants, transportation, and entertainment.
• Follow all cash handling and credit policies.
• Be knowledgeable of rates, packages, and special promotions listed in the Red Book.
• Stay informed about all in-house groups.
• Know closed out and restricted dates.
• Collect required information for room reservations and follow the rate-quoting scenario.
• Use correct hospitality terminology.
• Understand emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Maintain proper two-way radio etiquette while communicating with employees.
• Comprehend and operate relevant functions of the Front Desk computer system.
• Complete shift checklist tasks on time and efficiently.
• Complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual closing shift paperwork according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

Requirements

• High School diploma or equivalent required.
• College coursework in a related field helpful.
• Experience in a hotel or related field preferred.
• Computer experience required.
• Customer Services experience preferred.
• Flexible availability for long hours at times.
• Light work: exerting up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or move objects.
• Ability to stand for the entire shift.
• Maintain a warm and friendly demeanor at all times.
• Effectively communicate verbally and in writing with employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Approach encounters with guests and employees with a service-oriented attitude.
• Attend hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as scheduling varies by hotel needs.
• Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations supporting safe and efficient hotel operations.
• Maximize productivity, identify problem areas, and help implement solutions.
• Handle problems by anticipating, preventing, identifying, and solving as necessary.
• Understand and apply complex information and data from various sources to meet objectives.
• Ability to cross-train in other hotel areas.
• Maintain confidentiality of information.
• Show initiative and anticipate guest or operational needs.
• Perform other duties as requested by management.

Technologies

• PBX console
• Two-way radio
• Front Desk computer system

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
• For Employees Based in Washington: 8 paid holidays per year
• For Employees Based in Washington: Up to 20 days of paid vacation per year, based on classification and length of service
• For Employees Based in Washington: Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over
• For Employees Based in Colorado: 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
• For Employees Based in Colorado: Up to 20 days of paid vacation per year, based on classification and length of service
• For Employees Based in Colorado: 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked
• For Employees Based in California: 8 paid holidays per year
• For Employees Based in California: Up to 20 days of paid vacation per year, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, capped at 192 hours of combined PST and CTO
• For Employees Based in California: Paid Sick Time accrues at 1 hour for every 30 hours worked; unused time carried over up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over
• Benefits may vary for associates covered by a Collective Bargaining Agreement (CBA); eligibility and terms governed by the applicable CBA and plan documents
• Benefits do not apply to part-time positions

• Location: Las Vegas, NV (onsite)
• Compensation: USD 16 per hourly
• Posting date: 11/9/2026 (open for at least 14 days)