Guest Experience Specialist

M&R Hotel Management; New York (NY); On-site; USD 36,000 - 54,000; Full time

Job summary

M&R Hotel Management in New York seeks a friendly Guest Service Agent to deliver warm, efficient front desk service from check-in to check-out and beyond.

You will greet guests, verify identifications, process payments, manage reservations in the PMS, and communicate hotel policies and local attractions.

This role requires alertness, a proactive attitude, strong communication, and flexibility to work various shifts, including overnights, weekends, and holidays.

Qualifications

• Experience in hospitality or front desk roles.
• Ability to work in a fast-paced environment.
• Excellent communication and courteous service.

Responsibilities

• Welcome guests and manage check-in/check-out procedures.
• Verify guest identifications, process payments, and issue room keys.
• Explain room types, rates, amenities, policies, and local information.
• Handle guest requests and complaints with urgency and care.
• Assist with reservations using the PMS and manage room inventory.
• Post charges and reconcile end-of-shift cash/credit transactions.
• Coordinate with Housekeeping and other departments to meet guest needs.
• Maintain security, safety, and compliance across front desk operations.
• Complete shift paperwork and direct calls to appropriate departments.
• Log guest requests and incidents in the shift log.
• Support the Manager on Duty during the shift.

Skills

Guest services

Hospitality

Communication

Teamwork

Tools

PMS software

Job description

M&R Hotel Management in New York seeks a friendly Guest Service Agent to deliver warm, efficient front desk service from check-in to check-out and beyond.

You will greet guests, verify identifications, process payments, manage reservations in the PMS, and communicate hotel policies and local attractions.

This role requires alertness, a proactive attitude, strong communication, and flexibility to work various shifts, including overnights, weekends, and holidays.