Front Desk Agent
Kimpton Palladian Hotel · Slaton, TX
Job description(tap to read)
Compensation Type Hourly Highgate Hotels Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including NewYork, Boston, Miami, San Francisco and Honolulu. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate's portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle. Location Located on the seam of Belltown and the retail core, the 97-room Kimpton Palladian Hotel is within walking distance of landmarks like Pike Place Market, the waterfront, and Seattle's best new restaurants, live music venues, cafés, and boutiques. When you're not exploring, your home base is a 1910 landmark reinvented in a masculine-chic style with luxe amenities, edgy design elements, and contemporary furnishings that reflect Belltown's hip heritage. You'll also find a heralded seafood restaurant in Shaker + Spear, a speakeasy-style social lounge called Pennyroyal, and a lobby you won't soon forget. The Palladian beckons today's tech titans and tastemakers. Overview The Front Office 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 • 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. • 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. • 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. Benefits • In addition to travel discounts at our hotels, Highgate offers competitive benefits, including three pricing tiers of medical coverage, as well as Dental and Vision benefits to eligible full-time associates. Paid time off plans may also be available to associates who qualify. The Retirement 401(k) Program is open to both full-time and part-time associates who qualify. Applications will be accepted between 06/03/2026 - until filled
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Member Services Agent Shift: M-F 8-5 PST Location: Remote (Must have prior experience working remotely) Position Summary The Member Services Agent serves as the primary point of contact for members and patients, providing exceptional customer service, education, and issue resolution. This role handles inbound calls, documents member interactions, assists with healthcare-related inquiries, and collaborates with internal departments to ensure timely and effective service. Required Qualifications • High School Diploma, GED, or equivalent. • Minimum of 3 years of customer service, member services, or related experience in a healthcare environment. • The position requires strong verbal and written communication skills, including professional email etiquette, proper grammar, accurate documentation, clear formatting and attention to detail • The role requires documenting research, call outcomes, discrepancies, and next steps in a clear, organized, and audit-ready manner. • Knowledge of healthcare terminology and managed care principles. • Ability to handle sensitive situations with empathy, professionalism, and confidentiality. • Strong problem-solving, organizational, and multitasking skills. • Proficiency with computer systems, Microsoft Office applications, and data entry. • Ability to work effectively in a fast-paced environment with high call volumes, interruptions, and changing priorities. • Ability to collaborate as part of a team and provide cross-coverage as needed. • Ability to work standard business hours (8:00 AM - 5:00 PM PST) and occasional overtime when required. Key Responsibilities Member Support & Customer Service • Answer and manage inbound member and patient calls with professionalism, empathy, and excellent customer service. • Educate members regarding healthcare benefits, coverage, eligibility, referrals, authorizations, provider networks, claims, and member rights and responsibilities. • Research, troubleshoot, and resolve member issues, escalating complex concerns when appropriate. • Facilitate warm transfers and coordinate with internal departments to ensure seamless service. • Conduct follow-up communication and callbacks to ensure issue resolution and member satisfaction. • Serve as a liaison between members, patients, providers, and contracted health plans as needed. Documentation & Administrative Support • Accurately document all member interactions, requests, updates, and resolutions in the managed care information system. • Maintain accurate records and process department-assigned requests in accordance with established protocols. • Utilize departmental resources, systems, and tools to support service delivery and productivity goals. • Adhere to call handling standards, customer service protocols, and approved communication scripts. Compliance & Quality • Maintain compliance with HIPAA, confidentiality requirements, and all applicable healthcare regulations. • Support departmental quality improvement initiatives and recommend process improvements when appropriate. • Monitor and contribute to achieving customer service, quality, and productivity metrics. • Uphold UCLA Health service standards, patient experience expectations, and workplace conduct policies. Preferred Qualifications • Experience with EPIC Tapestry, CRM systems, or similar healthcare technology platforms. • Experience working in managed care, health plans, or healthcare customer service environments. ll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.