Guest Experience Agent - Front Desk

Fairfield Inn & Suites New York Manhattan/Downtown East; New York (NY); On-site; USD 40,000 - 48,000; Full time

Benefits offered by this job

Competitive wages

Health Insurance

Paid Time Off

401k Company Match

Daily Pay

Life Insurance

Travel Discounts

Commuter Benefits

Employee Assistance Program

Educational/Professional Development

Referral Bonus Program

Job summary

HHM Hotels in New York City is seeking a Guest Service Agent to greet guests, check them in, and provide courteous service aligned with brand and sustainability standards.

In this full-time role you will handle registrations, payments, and guest requests, while aiming to maximize satisfaction scores. Candidates with prior customer service and PMS knowledge are preferred; shifts may include holidays and weekends.

Qualifications

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Responsibilities

• Immediately greet guests and offer to assist with their needs.
• Register and assign guests to hotel rooms.
• Establish methods of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or the PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Skills

Customer service

PMS knowledge

Multitasking

Education

High School diploma or equivalent

Tools

PMS software

Job description

HHM Hotels in New York City is seeking a Guest Service Agent to greet guests, check them in, and provide courteous service aligned with brand and sustainability standards.

In this full-time role you will handle registrations, payments, and guest requests, while aiming to maximize satisfaction scores. Candidates with prior customer service and PMS knowledge are preferred; shifts may include holidays and weekends.