Front Desk Agent - Hotel Operations

Hard Rock Hotel & Casino Ottawa; New York (NY); On-site; USD 2,800 - 69,000; Full time

Benefits offered by this job

Benefits package

Job summary

Hard Rock Hotel New York is seeking a Guest Services Agent to deliver a high-touch, luxury guest experience from check-in through departure. You will welcome guests, manage front desk operations, and serve as a trusted resource across the guest journey, ensuring satisfaction and timely issue resolution.

In this role you will greet guests professionally, anticipate needs, and personalize service while maintaining accurate profiles and billing data.

Responsibilities

• Welcome guests and manage front desk operations to ensure smooth check-in/out.
• Anticipate guest needs and personalize service while resolving issues promptly.
• Maintain accurate guest profiles, reservations, and billing information.
• Collaborate with Housekeeping, Engineering, Concierge, Security and Leadership teams.
• Uphold Hard Rock brand standards and deliver elevated service.

Skills

Warmth and efficiency

Attention to detail

Guest service excellence

Professionalism

Clear communication

Team collaboration

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description

Located in the heart of Midtown Manhattan, Hard Rock Hotel New York delivers a dynamic blend of elevated hospitality and cultural energy. Our hotel is more than a destination—it is a stage where music, design, and service come together to create unforgettable moments.

At Hard Rock, our employees are Band Members, each bringing their individuality, passion, and expertise to the guest experience. Together, we create an environment that is vibrant, refined, and authentically Hard Rock.

The ROLE

We are seeking a Guest Services Agent to join our team.

This role is an integral part of delivering a high-touch, luxury guest experience, ensuring that every interaction reflects our commitment to excellence, precision, and personality.

The Guest Services Agent is responsible for creating exceptional first and last impressions by welcoming guests, managing front desk operations, and serving as a trusted resource throughout the guest journey. This position plays a key role in ensuring guest satisfaction, resolving concerns, and delivering service that exceeds expectations.

WHAT YOU WILL ROCK

In this role, you will lead the delivery of outstanding guest service with a strong focus on warmth, efficiency, and attention to detail. You will serve as a key ambassador of the Hard Rock Hotel New York experience by creating welcoming, polished, and memorable interactions from the moment guests arrive through departure.

You will greet guests with professionalism, enthusiasm, and authenticity, ensuring all check-in and check-out procedures are completed accurately and efficiently. Acting as the primary point of contact for guest questions, requests, and concerns, you will anticipate guest needs and personalize service whenever possible to enhance the overall experience, while resolving issues promptly and maintaining a calm, service-driven approach.

With a strong attention to detail, you will ensure guest profiles, reservations, and billing information are accurate and complete. You will collaborate closely with Housekeeping, Engineering, Concierge, Security, and Leadership teams to support seamless service delivery and the timely resolution of guest needs.

You will maintain a strong working knowledge of hotel amenities, services, and local attractions in order to provide thoughtful recommendations and guidance. Throughout all interactions, you will uphold Hard Rock brand standards, fostering guest loyalty by consistently exceeding expectations through exceptional service.

All responsibilities are executed with a commitment to consistency, professionalism, and elevated service standards.

WHAT YOU BRING, THE HARD ROCK STANDARD

• You anticipate guest needs and act with intention
• You deliver service that is both polished and personal
• You take ownership of every detail of the guest journey
• You thrive in a fast-paced, guest-focused environment
• You are detail-oriented, organized, and adaptable
• You communicate clearly and confidently with guests and team members
• You contribute positively to a collaborative, energized, and high-performing culture

COMPENSATION & BENEFITS

• This is an hourly, union, non-exempt role
• We offer a competitive benefits package including medical, dental, vision, paid time off, retirement savings, and employee perks
• Hard Rock Hotel New York is an equal opportunity employer and complies with all applicable federal, state, and local employment laws
• Applicants must be authorized to work in the United States

TAKE THE STAGE

Pay Range

$2 - $50/