Guest Experience Agent - Front Desk (Full-Time)

M&R Hotel Management; New York (NY); On-site; USD 23,000 - 32,000; Full time

Job summary

M&R Hotel Management is seeking a Guest Service Agent at Hotel Alameda in New York City. This full-time role delivers warm, efficient front desk service from check-in to check-out and handling guest requests with professionalism.

The position offers $20/hour and requires hospitality passion, strong communication, and the ability to thrive in a fast-paced environment. Join a team that values guest satisfaction and proactive service.

Qualifications

• Front desk hospitality skills
• Excellent communication
• Guest-centric service mindset

Responsibilities

• Welcome all guests upon arrival and conduct check-in/check-out procedures accurately
• Verify identification, process payments, issue room keys per security policies
• Clearly communicate room types, rates, amenities, policies, and local area information
• Process early arrivals, late check-outs, room upgrades, and special requests professionally
• Serve as the primary contact for guest inquiries, requests, and concerns throughout stay
• Resolve guest complaints promptly; escalate to MOD when necessary
• Anticipate guest needs and deliver personalized service to exceed expectations
• Respond to guest requests via phone, in-person, and messaging systems promptly
• Promote hotel amenities and local attractions to enhance guest experience
• Create, modify, cancel reservations using PMS; manage walk-ins and inventory
• Reconcile daily room status with Housekeeping and communicate discrepancies
• Post charges and perform end-of-shift cash/credit reconciliation
• Run and distribute nightly reports as required by management
• Maintain interdepartmental communication to fulfill guest needs
• Log guest requests and incidents in shift log; relay wake-up calls and notes
• Support MOD as a communication hub across departments
• Follow security protocols, emergency procedures, and regulatory requirements
• Maintain clean, organized front desk and lobby areas
• Complete shift paperwork, handle calls professionally, manage packages and mail
• Assist with administrative tasks and other duties as assigned
• Physical ability to stand 8 hours, lift up to 25 lbs, flexible schedule including overnights/weekends/holidays
• M&R Hotel Management is an equal opportunity employer; contact People & Culture for accommodations

Job description

M&R Hotel Management is seeking a Guest Service Agent at Hotel Alameda in New York City. This full-time role delivers warm, efficient front desk service from check-in to check-out and handling guest requests with professionalism.

The position offers $20/hour and requires hospitality passion, strong communication, and the ability to thrive in a fast-paced environment. Join a team that values guest satisfaction and proactive service.