Guest Experience Specialist - Front Desk

New York Manhattan Times Square; New York (NY); On-site; USD 21,000 - 30,000; Full time

Job summary

M&R Hotel Management is seeking a Guest Service Agent for SpringHill Suites Times SQ in New York. You will deliver warm, efficient, and professional front desk service from check-in to check-out, handling guest requests and communications with guests and departments to ensure a superior stay.

You will manage reservations, room inventory, and billing while maintaining high standards of security, cleanliness, and guest satisfaction.

Responsibilities

• Welcome all guests warmly upon arrival and execute smooth, accurate check-in and check-out procedures.
• Verify guest identification, process payment methods, and issue room keys in accordance with hotel security policies.
• Clearly communicate room types, rates, amenities, hotel policies, and local area information to guests.
• Process early arrivals, late check-outs, room upgrades, and special requests in a professional and accommodating manner.
• Serve as the primary point of contact for all guest inquiries, requests, and concerns throughout the duration of their stay.
• Resolve guest complaints promptly, empathetically, and effectively; escalate unresolved issues to the Manager on Duty when necessary.
• Anticipate guest needs and deliver personalized service that exceeds expectations and drives positive reviews.
• Respond to guest requests via phone, in-person, and internal messaging systems in a timely and courteous manner.
• Promote hotel amenities, services, and local attractions to enhance the overall guest experience.
• Create, modify, and cancel reservations accurately using the hotel’s property management system (PMS).
• Process walk-in guests and manage room inventory to maximize occupancy and revenue.
• Reconcile daily room status reports with Housekeeping and communicate discrepancies in a timely manner.
• Post charges, apply adjustments, and complete end-of-shift cash and credit reconciliation with accuracy.
• Run and distribute nightly reports as required by the General Manager or Front Desk Manager.
• Maintain clear and continuous communication with Housekeeping, Maintenance, and other departments to fulfill guest needs efficiently.
• Log all guest requests, complaints, and notable incidents accurately in the shift communication log.
• Relay accurate wake-up call schedules, do-not-disturb requests, and any special guest notes to relevant departments.
• Support the Manager on Duty (MOD) by acting as a communication hub across all hotel departments during the shift.
• Follow all hotel security protocols, including key issuance procedures, guest verification, and restricted area access.
• Maintain a thorough knowledge of emergency procedures and respond calmly and effectively in the event of an emergency.
• Adhere to all brand franchise standards, hotel policies, and applicable regulatory requirements at all times.
• Report any suspicious activity, safety hazards, or maintenance issues to management immediately.
• Ensure the front desk, lobby, and surrounding common areas are clean, organized, and presentable at all times.
• Complete all required shift paperwork, reports, and logs accurately and on time.
• Handle incoming calls with a professional phone manner; direct calls to appropriate departments as needed.
• Manage the receipt, secure storage, and proper logging of guest packages, mail, and lost-and-found items.
• Assist with administrative tasks as assigned by the Front Desk Manager or General Manager.
• Perform other duties as assigned, consistent with the responsibilities of this role.

Job description

M&R Hotel Management is seeking a Guest Service Agent for SpringHill Suites Times SQ in New York. You will deliver warm, efficient, and professional front desk service from check-in to check-out, handling guest requests and communications with guests and departments to ensure a superior stay.

You will manage reservations, room inventory, and billing while maintaining high standards of security, cleanliness, and guest satisfaction.