Guest Service Agent

Mirbeau; Town of Rhinebeck (NY); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Spa discounts

401K match

Health insurance

Paid time off

Holiday pay

Career advancement

Anniversary program

Performance incentives

Job summary

Mirbeau seeks a Guest Services Agent to deliver exceptional, personalized hospitality from check-in to check-out with warmth and efficiency.

The role requires strong communication, organization, and multitasking skills, and experience with hotel software. You will coordinate with Spa and F&B, maintain guest folios, and ensure a seamless guest experience across all departments.

Qualifications

• Previous experience in hotel, resort, or spa operations and knowledge of front office standards.
• Experience with Property Management Systems (PMS) and hotel-related software.
• Background in customer service or hospitality roles is preferred.

Responsibilities

• Welcome guests warmly and assist with check-in/check-out while following Mirbeau standards.
• Verify arrivals, manage room statuses, and coordinate handoffs with relevant teams.
• Process payments, handle billing inquiries, and maintain accurate guest folios.
• Respond to guest questions and requests with professionalism and care.
• Promote resort amenities and services and provide timely information on hours and access.

Skills

Guest service

Communication

Organization

Multitasking

PMS knowledge

Hospitality

Education

Experience in hotel/resort/spa

Tools

PMS software

Job description

At Mirbeau, we’ve spent more than 25 years delivering award-winning hospitality rooted in wellness, care and excellence. As a Forbes-rated, family-owned company, we’re committed to creating a workplace where our people feel supported, respected and empowered to grow. That’s why health, balance and well-being are core values in everything we do.

The Guest Services Agent works closely with all departments to create a seamless, personalized, and memorable experience for every Mirbeau guest. Key responsibilities include welcoming guests with warmth, handling check-ins and check-outs, answering questions, and ensuring special requests are fulfilled to the highest standards. Our ideal candidate is charismatic, energetic, and articulate- with exceptional communication and organizational skills, the ability to multitask and remain composed under pressure. Above all, this role is about delivering hospitality that leaves every guest feeling valued, cared for, and eager to return.

Pay rate: $20.00 to $22.50 per hour.

Job Responsibilities:

• Guest Experience
  • Deliver exceptional service and ensure high guest satisfaction by following Forbes and Mirbeau standards
  • Provide a warm, professional welcome- greet, register, and check-in arriving guests, create key cards, and escort/direct guests to their rooms
  • Assist departing guests with check-out, billing inquiries, and payment processing
  • Respond promptly and courteously to guest questions, requests, and concerns- resolving issues with professionalism and care
  • Promote resort amenities and services by staying informed on offerings, facilities, and hours of operation
• Front Desk Operations
  • Verify daily arrivals, reservations, and room statuses, update pass-on logs, and communicate special requests to the appropriate teams
  • Prepare pre-registrations, room changes, no-shows, and guest amenities in a timely manner
  • Maintain accurate guest folios, posting charges promptly and coordinating with Spa and Food & Beverage for transfers
  • Process payments, authorize credit cards, and complete daily cash handling, deposit logs, and reporting
  • Perform shift checklists, drawer counts, guest deliveries, and amenities preparation
  • Ensure the front desk and adjacent areas remain clean and organized at all times
• Maintain open communication with all departments to ensure operational alignment and seamless service
• Work closely with Housekeeping to confirm room status updates and coordinate timely turnovers
• Share important updates, incidents, and guest needs through pass-on logs and internal tools to support smooth shift transitions
• Attend scheduled meetings and contribute to team communication and improvement efforts
• Shift-Specific Duties
  • AM Shift: Print expected departures report, review arrivals, and prepare for PM shift
  • PM Shift: Print credit manager’s report, prepare for Night Audit, and confirm next-day readiness
• Standards & Compliance
  • Follow all resort policies, procedures, and safety protocols, including security of guest valuables
  • Maintain a neat, professional appearance and arrive prepared and on time for scheduled shifts
  • Uphold Mirbeau’s culture of excellence by ensuring every guest interaction reflects warmth, attentiveness, and professionalism
  • Perform additional duties as assigned

Qualifications, Skills & Educational Requirements:

• Experience & Knowledge
  • Previous experience in hotel, resort, or spa operations, with a strong understanding of front office procedures and guest service standards.
  • Experience with Property Management Systems (PMS) and hotel-related software highly valued.
  • Background in customer service or hospitality roles strongly preferred
• Skills & Abilities
  • Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment
  • Ability to multitask under pressure while remaining composed and focused
  • Proficiency in computer systems, including handling reservations, guest inquiries, and administrative tasks accurately
  • Genuine passion for hospitality and commitment to creating warm, thoughtful, and memorable guest experiences
• Professionalism & Interpersonal Skills
  • Polished, professional appearance in line with elevated hospitality standards
  • Naturally pleasant, charismatic, and welcoming demeanor, with the ability to build trust and put guests at ease
  • Calm, confident presence with the ability to handle guest interactions with empathy and professionalism
  • Strong verbal and written communication skills, with the ability to convey information clearly, tactfully, and effectively
  • Ability to engage courteously and collaboratively with guests, staff, and leadership at all levels
• Physical Requirements
  • Ability to stand for extended periods while maintaining energy, focus, and professionalism
  • Physical stamina to thrive in a dynamic, guest-facing environment

Employee Perks and Company Incentives:

• Discounted rates for services and retail items within the spa!!
• 401K with company match
• Medical, Dental, Vision and Life Insurance Plan
• Employee Assistance Program and Resources
• Paid time off for full-time AND part-time employees!!
• Holiday Pay
• Career advancement potential within the company
• Anniversary Program!!
• Work Performance Incentives
• And more!!!

At the front, only the best bring intention to every detail and make it feel effortless.Come find your balance- and your future- with us.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.