Guest Services Agent

Kimpton Hotels & Restaurants; New York; Hybrid; USD 40,000 - 55,000; Full time

Job summary

Kimpton Hotels & Restaurants in New York seeks a friendly Concierge to provide guests with personal, stylish service at the front desk and lobby. You’ll be an advocate for the hotel, build guest relationships, and create moments that encourage return visits.

Requirements include a high school diploma or GED, previous front desk or customer-facing experience, comfort with hotel systems, and flexibility to work evenings, weekends, and holidays.

Qualifications

• High school diploma or GED required.
• Previous Front Desk or customer-facing experience preferred.
• Ability to adapt to diverse guest needs and stressful situations.
• Familiar with hotel systems and the ability to enter information accurately.
• Flexible schedule including evenings, weekends and holidays.

Responsibilities

• Greet guests at the front desk and assist with reservations and check-in/out.
• Contact guests to ensure comfort and offer assistance.
• Plan and execute lobby events/receptions with partners.
• Assist sales with hotel tours and events.
• Conduct tours of the hotel for business, informational, and social groups.
• Manage reservations and act as PBX operator when needed.
• Know city attractions to advise guests.
• Maintain VIP and package arrivals log.
• Develop relationships with local services (babysitters, florists, in-room spa services).
• Make reservations across hospitality services (restaurants, airlines, car rentals, entertainment).
• Attend hotel and department meetings.

Skills

Front Desk experience

Customer-facing

Adaptability

Hotel systems

Flexible schedule

Education

High school diploma or GED

Job description

We believe heartfelt, human connections make people's lives better. Especially the people who work here.

Our founder, Bill Kimpton rebelled against impersonal, generic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today.

Your work here has meaning. You're here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It's what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you.

How We're Different

Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day.

It all flows from you. The lively, rebellious, genuine you - with your diverse background, talents, experiences, and plucky personality - is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine.

That's what we seek out and celebrate. It's people of all kinds who share a knack for creativity and self-leadership. People who don't need to be told what to do to get things done. People who have an innate passion for making others' lives better.

It adds up to a work environment that's a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guests feel it; you'll feel it too.

What You'll Do

The Concierge's expectations are to provide hotel guests and industry relations with information and support in a professional, gracious manner, and to perform Guest Service Agent duties as needed. You'll act as an advocate for the hotel, be a creator of ridiculously personal experiences, and develop relationships with guests that will compel them to return!

Some of your responsibilities include:

• Greet guests at the front desk upon arrival, and assist guests with room reservations, check guests in and out upon arrival and departure.
• Contact guests who have arrived to ensure their comfort and to offer assistance.
• Maintain and develop events/receptions to take place in the lobby during the evening hours. Research and plan the execution of each reception with wineries etc.
• Assist sales in hotel tours and trip events. Additionally, conduct tours of the hotel for business, informative, and social organizations.
• Perform operational duties, if required; take reservations, and at times act as PBX operator.
• Be familiar with the city's geography, restaurants, amenities, clubs and tourism industries to provide accurate information to hotel guests.
• Review VIP and package arrivals daily.
• Personally develop relations with well-established services: bonded baby-sitters, florists, beauty and barber shops, in room spa services, etc.
• Make reservations for guests in all facets of the hospitality industry: restaurants, airlines, car rentals, entertainment, movies, shows/plays, etc.
• Maintain follow-up log for communication between Concierges.
• Attend hotel and department meetings.

What You Bring

• High school diploma or general education degree (GED) required.
• Previous experience in a Front Desk or customer-facing role is helpful.
• Ability to adapt to constantly changing situations and personalities of guests, ensuring quality service to all guests. Maintain decorum in stressful situations.
• Familiar with hotel systems and operations, and the ability to enter in information accurately.
• Flexible schedule, able to work evenings, weekends and holidays.

Differences make a difference. We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders. For our complete EEO policy click here .

Be Yourself. Lead Yourself. Make it Count.

Disclosures

*The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
* No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

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EEO Is The Law - click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

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