Guest Service Agent

Millennium Hotels and Resorts; Sunnyvale (CA); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Life Insurance

Disability Insurance

401(k)

Paid Time Off & Holidays

Hotel Room Discounts

Employee Assistance Program (EAP)

Job summary

Millennium Hotels & Resorts in Sunnyvale is seeking a Guest Services Agent to warmly welcome guests, manage arrivals and departures, and deliver personalized service throughout each stay.

You will handle check-ins/outs, reservations, and guest inquiries with professionalism and a solutions-oriented mindset, contributing to memorable experiences.

Qualifications

• Experience in hotel front desk and guest services preferred.
• Experience using a hotel PMS (Opera Cloud preferred).
• Excellent communication and guest service skills.

Responsibilities

• Welcome guests and manage check-in/check-out procedures.
• Handle reservations, room assignments, and billing.
• Provide information on amenities, dining, and local attractions.
• Collaborate with Housekeeping, Engineering, F&B, Sales, and Security.

Skills

Communication skills

Interpersonal skills

Professional appearance

Organizational skills

Multitasking

Problem-solving

Education

High school diploma or equivalent

Hospitality coursework

Tools

Opera Cloud PMS

Microsoft Office

Job description

Hotel Name: M Social Sunnyvale
Location: Onsite – Sunnyvale, CA
Salary Range: $26.00 Hourly

Join the Team at M Social Sunnyvale

At M Social Sunnyvale, we don’t just welcome guests—we create moments, spark connections, and bring energy to every interaction. Designed for the young at heart, M Social delivers a bold and vibrant hospitality experience.

About M Social Sunnyvale

As the first ground-up M Social in the U.S., this innovative property features 263 rooms, a dynamic courtyard, and the signature Beast & Butterflies social hub. Located in Silicon Valley, the hotel blends technology, design, and social connectivity to create a unique guest experience.

As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach.”

At Millennium, we are guided by our core values:

• Passion for Hospitality – Delivering meaningful and memorable guest experiences
• Entrepreneurial – Taking ownership and acting with agility
• Innovation & Progressive – Continuously improving how we operate and serve
• Solutions & Results Oriented – Staying adaptable and focused on results

These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.

About the Role:

As our Guest Services Agent, you will be the first point of contact for our guests, creating memorable first and lasting impressions from arrival through departure. You will provide personalized service while managing check-ins, check-outs, guest requests, and inquiries with professionalism, efficiency, and genuine hospitality.

This role is ideal for someone who enjoys connecting with people, thrives in a fast-paced environment, and is passionate about delivering exceptional guest experiences.

Your Impact – Guest Experience

You will help shape every guest’s stay by delivering seamless service, anticipating guest needs, and resolving concerns with a solutions-oriented approach. Your professionalism, positive attitude, and commitment to hospitality will directly contribute to guest satisfaction and loyalty.

What You’ll Be Doing

Front Desk Operations

• Welcome guests with a warm, friendly, and professional demeanor
• Complete guest check-in and check-out procedures accurately and efficiently
• Process reservations, room assignments, upgrades, and room changes
• Handle guest billing, payments, cash transactions, and account reconciliation
• Answer incoming calls and respond to guest inquiries promptly

Guest Service

• Anticipate guest needs and provide personalized service throughout each stay
• Respond promptly to guest requests, concerns, and service recovery situations
• Provide information about hotel amenities, dining, local attractions, transportation, and hotel services
• Coordinate special requests, VIP arrivals, and guest preferences
• Maintain guest confidentiality and professionalism at all times

Administrative Responsibilities

• Maintain accurate guest records using the hotel Property Management System (PMS)
• Process reservations, modifications, and cancellations
• Prepare shift reports and communicate operational updates during shift transitions
• Maintain organized workstations and front desk areas
• Ensure accurate cash handling and payment processing

Team Collaboration

• Work closely with Housekeeping, Engineering, Food & Beverage, Sales, and Security teams
• Communicate room status updates and operational priorities
• Support group arrivals, special events, and VIP experiences
• Assist teammates during busy periods to ensure seamless guest service

Safety & Compliance

• Follow hotel policies, procedures, and brand service standards

• Maintain compliance with cash handling procedures and PCI data security standards

• Support hotel emergency procedures and safety protocols

• Report maintenance concerns, safety issues, or guest incidents promptly

  • Passion for hospitality and creating memorable guest experiences
  • Outstanding communication and interpersonal skills
  • Professional appearance and positive attitude
  • Excellent organizational and multitasking abilities
  • Strong problem-solving and conflict resolution skills
  • Flexibility to work mornings, evenings, overnight shifts, weekends, holidays, and varying schedules

Technical / Role-Specific Requirements

• Previous hotel, hospitality, customer service, or Front Desk experience preferred
• Experience using a hotel Property Management System (Opera Cloud preferred or similar PMS)
• Basic computer proficiency, including Microsoft Office
• Ability to accurately handle cash, credit card transactions, and guest billing
• Strong verbal and written communication skills

Preferred Qualifications

• Previous experience in a lifestyle, full-service, or luxury hotel preferred
• Knowledge of hotel operations and guest service standards
• Experience with upselling rooms and hotel amenities is a plus
• Bilingual abilities are highly desirable

Physical Requirements

• Ability to stand and walk for extended periods throughout the shift
• Occasionally lift, carry, or move up to 25 pounds
• Ability to work at a computer and use office equipment throughout the shift
• Comfortable working in a fast-paced, guest-facing environment

Education

• High school diploma or equivalent required
• Hospitality, Business, or related coursework is a plus
• Equivalent combination of education and relevant experience will be considered

At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:

• Medical, Dental & Vision Insurance
• Company-paid Life and AD&D Insurance
• Short-Term and Long-Term Disability Coverage
• 401(k) Retirement Plan with Company Match (where applicable)
• Paid Time Off & Paid Holidays
• Hotel Room Discounts across our global portfolio
• Employee Assistance Program (EAP)

Benefits eligibility and offerings are subject to plan terms and company policy.

Why Join Us

At Millennium Hotels & Resorts, you’re not just taking on a role—you’re joining a global organization committed to people, performance, and growth.

Whether you’re supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results.
If you’re looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.