room attendant

front desk agent

guest service agent

night auditor

house attendant

Highgate Hotels

- In a typical day at work, we greet and welcome guests in a warm and friendly manner. We check them in to their rooms and if the room isn't ready when they arrive, we place them on our waiting list and and offer them a pass to use the pool and beach area while they are waiting, and make them feel at home. We answer any questions they may have about our hotel and the facilities as well as give recommendations for restaurants, entertainment etc. Throughout the day, guests call the front desk, asking for towels, toiletries, wake up calls, late check out requests, reservation extensions, etc. We do my best to accommodate their requests in a timely manner. Guests also ask for upgrades or room changes. If any other rooms are available, we honor the guest's request and if not, I apologize for any inconveniences they may have had and ask them "Is there anything else I can do to make you feel more comfortable? or "How can I make it right for you?". All agents have a shift checklist that they need to finish by the end of the shift. We also have several reports to print out throughout the shift in case of emergency to have a back up of our records. Throughout the day we use a text messaging app, called "Kipsu" to communicate with our guests and answer their questions/concerns. When there is an angry and rude guest, we try to accommodate them to our best ability before asking for help from the supervisor. We maintain a professional manner and not take anything personal when the guest starts yelling and gets mad. However, if the guest is being disrespectful, that is not acceptable in our property and there have been instances when we kicked guests out of the hotel. When we check a guest out, we ask them how their stay was and provide them with a final receipt. If they complain about their stay, we are able to take off resort fees or other charges as well as offer them drink vouchers or credit at the hotel restaurant. All agents have their own bank and 500 dollars to start their shift. We must count our bank at the beginning and end of each shift and drop cash in the deposit box if needed. 
- I have been a front desk agent for the past 7 months now and I have learned how to multitask, how to work long hours and under pressure (sometimes with no lunch breaks), how to handle the complaints and difficult guests, and how to remain calm and patient throughout the day with all the different tasks that we need to do. I have learned the pros and cons of working in hospitality. 
- As far as management goes, I like the GM's personality and how easy he is to talk to. On the other hand, there are a lot of things in the hotel which aren't organized and seems like there never is a back up plan for anything. Also, the housekeeping department doesn't do everything they are supposed to do (even the smallest things) and we always get complains about them. Director of the front office is nice and fun too but she doesn't always follow up with guests even when she is reminded multiple times, which creates further issues. 
- The hardest part of the job is dealing with really difficult and rude guests. You have to have tough skin and not let anything they may say get to you. The second hardest part of the job is having to make up for all the mistakes the housekeeping department makes. 
- The most enjoyable part of the job is being able to meet and network with guests from all over the world as well as taking care of the guests who are very pleasant and understanding. They make your time worth while and lift your spirits up. I always offer treats for these kind guests and ensure that they will come back to stay with us again.

Highgate is a company comprised of very intelligent hotel and business professionals with the potential to be a leader in the hospitality space.  The company has grown, exponentially, over the past 6 years and with growth comes change that needs to be managed.  The old entrepreneurial ways may not be as effective in a multi-billion dollar global entity - a cultural shift is required in addition to leadership willing to listen and accept critiques of their current practices.  In the field, the professionals running the properties are performing elegantly; on the corporate side, the vibe is not one of a hospitality-driven company, but rather a real estate investment firm.  I believe this is by design and indicative of a franchise-based, multi-branded ownership/management group.  A greater focus on the operational challenges that exist at the property level is required; More leadership interaction with the field would show the operations teams that the culture is about engagement and that the perceived line between field and management is blurred a bit - "We're all in this together" attitude instead of "It's your job to get it right, and if you don't I'll find someone who can." As part of the GM council, it's clear that there is a shift toward the former, a recognition that the field needs support; however, not a clear path on how they get it. 

I would highly recommend working for this organization.  All companies have their growing pains; the portfolio of hotels throughout the US and abroad are exciting opportunities for anyone in the industry to be involved with and it would be a chance to work with some incredibly dynamic professionals.

How can I start off by rating the Westin Hotel in Las Vegas?
First,  I can point out by saying that it's a very disorganized property where managers do what they feel like, specifically the housekeeping department who are ruled by people with no qualifications to take charge of the department. 
Secondly, there is too much favoritism among staff workers. Also, there is constant violation of labor laws being broken. 
Thirdly, people are constantly being cancelled from work! There is no respect coming from the managers to their employees. This is a terrible example of leadership. In fact, there are certain nationalities being favored when going through the hiring process. There is total arrogance and bad manners towards supervisors and housekeepers. Upper management also cause you to feel intimidated when anyone questions their authority. 
Fourthly, the upper management are constantly changing schedules when promised that you would have 40 hours biweekly when instead they only give you 8, 16, and 24 if lucky. Too much intimidation when someone mentions the word, 'Union!' Clearly the department needs NEW MANAGEMENT!
Lastly, these companies need to start realizing that if you take care of your workers they will take care of your business. Happy workers means better company and more productivity and greater future for the same company. For sure it would be a much more attractive place to work for for the people who would want to start working at the Westin. Anyways, that's all I have to say.

I love the start time which is you know not super early that is convenient for us as well as the guests and we were still always out of there by like 3: 00pm 3: 30pm every single day you know you're going in like 8:39 a.m.
That isn't at the one in Panama City not the one on the beach I can't speak about it I'm talking about the one that's over there by the bus stop them ladies even saying that they want you getting there get your money's done and get on food you know and the way they train you you shouldn't really have much of a problem doing that unless you fooling with a pet room or if you're short-handed otherwise I mean you're going to go in there at the same time you going to get off at the same time maybe 20 minutes late on a regular staff day and that's probably because I was sitting around having some little meetings or something like that 
Working with the people at that hotel was similar to working with family you know you've had some that were going to be strict in by the book but at the same time if they seen it yet you look like you didn't feel good you know they're telling you taking you know how about you go ahead and head on home honey you look like you got a favor you know I mean actually care about their employees that being said you know I mean we communicate like brothers and sisters too so you know there's always going to be that ability to care and ability to but that's you you know what I'm saying freely without you know being hurtful hateful is a good communication 

What is the best part of working at the company?
The wonderful people that work for this company. In my long career, this is one of those few times where I can say its really a team. The help and guidance that I have received from everyone here has truly been remarkable. 

What is the most stressful part about working at the company?
I would have to say that the most stressful part is months end paper work. After many years of being employed by mom and pop organizations, entering into this type of structured environment has been challenging for me and I would have never made it without the collaboration of the excellent team and leadership here.

What is the work environment and culture like at the company?
The culture here is very people oriented which makes coming to work an extension of home, keeping it clear that its very hard work at times, but it has all been very easy to adapt.

What is a typical day like for you at the company?
I usually arrive very early in the morning and start by preparing the previous day sales report and sharing that with other leaders and from there I answer emails and submit any proposal requested. I check my inventory and place all my orders accordingly and prepare for our daily stand up with the DOO or GM. Sometimes the restaurant is so busy I jump in directly and begin helping guests myself. I oversee the kitchen preparations and recipes and jump in where needed.

I have worked so many different jobs. Titles. Levels in life. This is by far the worst company one can work for. Hospitality should not be in the name. Upper management only wants to cut corners. The first thing they do is cut F&B. Then they look anywhere to cut more from an already small budget. I have never seen a hotel that doesn't have enough towels or linens. 
Management does not have the interests of the employees at heart. Instead they do underhanded and secretive maneuvers. I am lucky because I work at a Union property so pay is good. But because I am parttime they constantly try to find way to get rid of my position because they don't like paying quarter time. I have literally been told by the general manager I would be the first job cut because it costs money to have a part time employee, yet I am one of the ones that work the hardest and silently.  I work far beyond what is on my list and extend my help wherever I can. Yet, all they see is that I am a part timer and need to be cut. There are a 2 or 3 managers that are kind, teach you and appreciate you but the rest are puppets to what are just greedy and employee law breaking higher management. Human are resources are not for the employees. They are there to cover all the mistakes the managers make while doing corrupt things to employees. Steer very clear of this company if you can find employment somewhere else!

Be prepared to get treated like a slave. Had worked at a previous “Hilton” property, also franchised like this one, and this one by far was the worst. The training was a horrible disorganized mess that should’ve made me realize I should run for the hills! At one point I was placed in the front while having to do the OnQ training and having to answer guests at the same time. Once I was placed in the front as an agent oh boy... did the fun begin. You’re essentially a conductor dealing with various players that are off in their own world and incredibly rude if you ever dare to tell them what to do. EVEN THOUGH THATS WHAT YOURE EXPECTED TO DO. Management will ALWAYS place the blame on you for everything and colleagues are more than happy to throw you under the bus to succeed in fake competitions made up by management, which is all they ever did. Attend meetings, have lunch and spy on you in the front office and leave at 5 PM on the dot every day. Expect to get yelled at on the daily by horrendous guests and of course management! Oh and here’s the kicker: no breaks! But lord forbid you ask to leave in time as your schedule dictates. Want another kicker? You have to pay for parking even tho they have a ton of space open in their lot. Imagine that.

If your looking for experience, the Hotel restaurant will give it to you in bulk. Handling table service, espresso machines, and BEO's. I dont reccomend treating it as an opportunity to advance your career in the same business, unless someone leaves or they are in the market for higher positions. Its busy work, and the staff are all great people, but in terms of management they are a bit understaffed, and it doesnt help that they wont hire more shiftleads. Take the stuff im saying with a grain of salt, because since Ive left they have had a change of GM, so Im not 100% sure if its the same. 

This hotel isnt part of the Union, so dont expect a lot of benefits, but there are a lot of gratuity opportunities, so you will get a ton of money to compensate. Make sure everything is squared out if you get hired, because HR is extremely hard to contact, especially for those who are working in the restaurant.

Overall, its a fun space with a lot of wiggle room for custimization and usually open to ideas, but beware that its still a hotel restaurant, so be prepared to handle some interesting customers.

Some of the Hotel's managers are knowledgeable and open minded. Others are very lazy and extremely negative. That's anywhere you work but, depending on the hotel, the hostility and whiny environment  can really work on your nerves. Highgate is a great company to work for overall but be mindful that each hotel is different. When you transfer to a different hotel, you're taking on a different animal. Do your research and call around to make sure you're working in one of the more positive environments. It really makes a difference. The benefits are great, corporate is very helpful and supportive. 
The hardest part of the job was not being supported by my direct supervisor at all. The property was disorganized, I was not given access to systems in order to do my job properly. 
The most enjoyable part was the room attendants and kitchen staff. They are the most friendly and welcoming people you will ever meet. 
I learned a great deal about payroll. I also learned what type of manager I do not want to be to my staff.

Supervisor need more training on positive team work .  I witnessed the supervisor talked down to there employees one second and smile and greet guest the next second. Management  sparks fear into their employees. A lot of turning workers against each other at the particular location in Vacaville Ca .  They cut your  working hours if your stand up for yourself against unfair behavior and hire new workers and give them your hours . Not sure if its just Highgate all together but  this location in Vacaville Ca . I wouldn’t recommend anyone to work for them unless your desperate for a job and don’t care bout all ways being in fear or talked down upon from management to your colleagues behind your back . I know this to be true because first week I was hired  management display this behavior to me about others workers, lucky I judge people from my own interactions with them personally and not what others say about them . Hopefully this helps the next person that’s looking for a comfortable place to work and to grow on a positive team . 

Top Job Titles	Average Salary
Room attendant 378 salaries reported	$20.71 per hour
Front desk agent 278 salaries reported	$18.71 per hour
Guest service agent 175 salaries reported	$24.39 per hour
Night auditor 142 salaries reported	$20.04 per hour
House attendant 151 salaries reported	$23.41 per hour

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