Guest Service Agent

Hotel Talent NYC; New York (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

Hotel Talent NYC is hiring a Guest Service Agent to join our Front Office team in New York. You will create memorable experiences by delivering outstanding service, handling check-ins/outs, reservations, and guest requests with a welcoming attitude.

The role requires strong communication, attention to detail, and the ability to multitask in a fast-paced hotel environment while collaborating with Housekeeping and other departments to ensure smooth operations.

Qualifications

• Previous hotel or customer service experience preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving abilities.
• Ability to work flexible schedules including weekends, holidays, and overnight shifts if needed.
• Proficient in Microsoft Office and hotel management systems preferred.
• Professional appearance and demeanor.
• Ability to multitask and remain calm in high-volume situations.
• Bilingual candidates are encouraged to apply.

Responsibilities

• Greet and welcome guests with warmth and professionalism.
• Check-ins and check-outs using the property management system.
• Handle reservations, modifications, and cancellations accurately.
• Respond to inquiries and ensure guest satisfaction.
• Maintain knowledge of hotel services, amenities, and local attractions.
• Process payments and balance cash handling procedures.
• Coordinate with Housekeeping and other departments for seamless stays.
• Answer calls and direct inquiries as needed.
• Resolve complaints professionally and escalate when necessary.
• Maintain accurate guest records and documentation.
• Ensure compliance with hotel policies and brand standards.
• Assist with upselling rooms, amenities, and packages.
• Support team operations during busy periods.

Skills

Hotel experience

Customer service

Verbal communication

Written communication

Interpersonal skills

Flexibility

MS Office

Hotel PMS

Professional appearance

Multitasking

Bilingual

Tools

Opera PMS

OnQ PMS

Microsoft Office

Job description

Position Summary:

We are seeking a professional, service-driven, and hospitality-focused Guest Service Agent to join our Front Office team. The ideal candidate will create memorable guest experiences by providing exceptional customer service, efficiently handling guest requests, and maintaining a welcoming, positive atmosphere at all times. This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced hotel environment.

Primary Responsibilities:

• Greet and welcome guests upon arrival with professionalism and warmth.
• Perform guest check-ins and check-outs efficiently using the hotel’s property management system.
• Handle room reservations, modifications, and cancellations accurately.
• Respond promptly to guest inquiries, requests, and concerns while ensuring guest satisfaction.
• Maintain knowledge of hotel services, amenities, local attractions, and transportation options.
• Process payments, verify billing information, and balance cash handling procedures.
• Coordinate with Housekeeping, Engineering, and other departments to ensure seamless guest experiences.
• Answer incoming phone calls and direct inquiries appropriately.
• Resolve guest complaints professionally and **escalate** concerns when necessary.
• Maintain accurate guest records and documentation.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Assist with upselling room categories, hotel amenities, and special packages when applicable.
• Support team operations and assist colleagues as needed during busy periods.

Qualifications:

• Previous hotel or customer service experience preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving abilities.
• Ability to work flexible schedules including weekends, holidays, and overnight shifts if needed.
• Proficient in Microsoft Office and hotel management systems preferred.
• Professional appearance and demeanor.
• Ability to multitask and remain calm in high-volume situations.
• Bilingual candidates are encouraged to apply.

Preferred Skills:

• Experience with hotel PMS systems such as Opera or OnQ.
• Luxury or lifestyle hotel experience preferred.
• Knowledge of Forbes or brand service standards is a plus.

Physical Requirements:

• Ability to stand for extended periods of time.
• Ability to lift up to 25 pounds occasionally.
• Ability to work in a fast-paced environment.

Why Join Us:

Our team culture encourages professional growth, teamwork, and delivering memorable guest experiences. We are committed to creating an environment where associates feel valued, supported, and empowered to succeed in hospitality.

Source: Hospitality Online