Guest Experience Agent — Front Desk & VIP Service

Millennium Hotels and Resorts; Sunnyvale (CA); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company 0%

Hotel Room Discounts

Paid Time Off & Holidays

Employee Assistance Program (EAP)

Job summary

Millennium Hotels & Resorts’ M Social Sunnyvale is seeking a Guest Services Agent to deliver exceptional guest experiences from arrival to departure. You will manage check-ins, inquiries, and requests with professionalism and genuine hospitality in a fast-paced environment.

The role emphasizes personalized service, accurate PMS handling, and collaboration with hotel teams to ensure seamless stays for guests.

Qualifications

• High school diploma required; hospitality coursework is a plus.
• Experience with a hotel Property Management System (Opera Cloud preferred) or similar PMS.
• Strong verbal and written communication skills are essential.
• Ability to accurately handle cash, credit card transactions, and guest billing.
• Bilingual abilities are highly desirable.

Responsibilities

• Welcome guests with a warm, friendly, and professional demeanor.
• Complete guest check-in and check-out procedures accurately and efficiently.
• Process reservations, room assignments, upgrades, and room changes.
• Handle guest billing, payments, cash transactions, and account reconciliation.
• Answer incoming calls and respond to guest inquiries promptly.
• Anticipate guest needs and provide personalized service throughout each stay.
• Respond promptly to guest requests, concerns, and service recovery situations.
• Provide information about hotel amenities, dining, local attractions, transportation, and hotel services.
• Coordinate special requests, VIP arrivals, and guest preferences.
• Maintain guest confidentiality and professionalism at all times.

Skills

Communication skills

Multitasking

Problem solving

Conflict resolution

Shift flexibility

Bilingual abilities

Education

High school diploma

Hospitality coursework

Tools

Opera Cloud PMS

Microsoft Office

Job description

Millennium Hotels & Resorts’ M Social Sunnyvale is seeking a Guest Services Agent to deliver exceptional guest experiences from arrival to departure. You will manage check-ins, inquiries, and requests with professionalism and genuine hospitality in a fast-paced environment.

The role emphasizes personalized service, accurate PMS handling, and collaboration with hotel teams to ensure seamless stays for guests.