Guest Experience Specialist

M&R Hotel Management; New York (NY); On-site; USD 38,000 - 46,000; Full time

Job summary

M&R Hotel Management is seeking a friendly Guest Service Agent to deliver warm, efficient front desk service from check-in to check-out in a fast-paced hotel environment.

You will greet guests, manage reservations in the PMS, handle requests, promote hotel amenities, and coordinate with housekeeping and other departments to ensure a seamless stay. The role requires professionalism and a commitment to exceptional guest experiences.

Responsibilities

• Welcome guests warmly and execute smooth check-in and check-out procedures.
• Verify identification, process payments, and issue room keys.
• Clearly communicate room types, rates, amenities, policies, and local information.
• Process early arrivals, late check-outs, upgrades, and special requests.
• Serve as the primary contact for guest inquiries, requests, and concerns.
• Resolve complaints promptly or escalate to the Manager on Duty when necessary.
• Anticipate guest needs and deliver personalized service that exceeds expectations.
• Respond to requests via phone, in-person, and internal messaging systems.
• Promote hotel amenities, services, and local attractions to enhance the guest experience.
• Create, modify, and cancel reservations using the PMS; manage walk-ins and inventory.
• Reconcile daily status with housekeeping and communicate discrepancies.
• Post charges and complete end-of-shift cash/credit reconciliation; run nightly reports.
• Maintain communication with housekeeping, maintenance, and other departments.
• Log guest requests, complaints, and incidents in the shift log; relay wake-up calls and notes.
• Support the Manager on Duty as a communication hub across departments.

Job description

M&R Hotel Management is seeking a friendly Guest Service Agent to deliver warm, efficient front desk service from check-in to check-out in a fast-paced hotel environment.

You will greet guests, manage reservations in the PMS, handle requests, promote hotel amenities, and coordinate with housekeeping and other departments to ensure a seamless stay. The role requires professionalism and a commitment to exceptional guest experiences.