Guest Experience Specialist — Front Desk

Holiday Inn Manhattan Time Square South; New York (NY); On-site; USD 24,796 - 30,307; Full time

Job summary

Holiday Inn Manhattan Time Square South is seeking a Guest Service Agent in New York, NY. The role focuses on delivering courteous, efficient service to guests, handling check-ins/outs, reservations, and guest inquiries with a strong emphasis on accuracy and professionalism.

Responsibilities include managing guest charges, mail, and wake‑up calls, maintaining public areas, and following safety and security procedures.

Responsibilities

• Provide the highest quality of service to the customer at all times. Promptly and effectively deal with guest complaints and requests.
• Check guests in and out efficiently and in a friendly manner.
• Post guest charges and compute guest bill, collect payment and make change for hotel guests following all cash handling procedures as required by M&R Hospitality Management.
• Handle guest mail and messages per established procedures. Be very knowledgeable of Rewards program and promotions.
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
• Take reservation requests efficiently.
• Answer switchboard in accordance with standards of proper telephone etiquette.
• Block rooms and handle special requests.
• Monitor room availability.
• Handle safe deposits by guests per established procedures.
• Keep lobby, back office and desk area clean and presentable.
• Have a thorough knowledge of emergency and security procedures.
• Offer and properly handle requests for wake‑up calls.
• Know how to clean guest rooms to standards.
• Open and close shift; make cash drops.
• Ensure all credit cards, cash, and change fund are balanced throughout each shift.
• Inform management of any guest or systems related complaints or problems.
• Communicate with incoming staff and management by logging pertinent information in the pass‑on log.
• Keep maintenance informed of all maintenance needs.
• Pass on guest lost and found inquiries to management or supervisors.
• Assist in marketing effort by completing Company Tracking nightly.
• Must wear proper uniform at all times in accordance with the Standards of Appearance. Have a thorough knowledge of emergency procedures.
• Practice safety standards at all times.
• Be able to move luggage or packages weighing up to 40 lbs.
• Each associate will be required to follow the rules as found in the M&R Employee Handbook
• Perform other duties as assigned by management, of which employee is capable of performing

Job description

Holiday Inn Manhattan Time Square South is seeking a Guest Service Agent in New York, NY. The role focuses on delivering courteous, efficient service to guests, handling check-ins/outs, reservations, and guest inquiries with a strong emphasis on accuracy and professionalism.

Responsibilities include managing guest charges, mail, and wake‑up calls, maintaining public areas, and following safety and security procedures.