Guest Services Phone Operator - 24/7 Guest Support

Rise Uptown Hotel; New York (NY); Hybrid; USD 26,000 - 37,000; Full time

Job summary

LaGuardia Marriott-LAM in New York near LaGuardia Airport is hiring a Front Desk/Guest Services Agent. This role handles guest calls, requests, and check-ins, ensuring smooth communication and guest satisfaction.

You will operate a telephone switchboard, relay messages, advise on hotel amenities, arrange shuttle transport, and coordinate with bell staff. The position requires teamwork, flexibility for nights and weekends, and the ability to lift up to 25 pounds.

Qualifications

• Focus and maintain attention to tasks.
• High work ethic and self-initiative.
• May be required to work varying schedules to include nights, weekends, and holidays.
• Someone who enjoys working as and being part of a team that provides great experiences for our Guests!
• Physical Requirements (In-Office Role)
• Ability to work in a standard office environment.
• Prolonged periods of sitting at a desk and working on a computer. (6-8 hours a day)
• Occasional standing and walking throughout the workday.
• Frequent fine motor skills, use of hands and fingers for keyboarding/typing, utilizing a mouse or trackpad, writing, and operating office equipment.
• Ability to communicate effectively verbally and in writing.
• Occasionally required to stand, walk, bend, reach, or carry items.
• Ability to lift and/or move 10–25 pounds as needed.
• Visual ability to read from a computer screen and printed materials including close visual focus for extended periods and color differentiation.
• Ability to hear and participate in conversations and meetings, use phone and/or headset

Responsibilities

• Answer, record, log, and process all guest calls, requests, questions, or concerns.
• Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Advise the guest of any messages received.
• Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
• Receive, record, and relay messages accurately, completely, and legibly.
• Activate/deactivate guest room message lights as appropriate.
• Instruct guests on how to access the internet; transfer guests with problems to the provider's customer support line.
• Respond to special requests from guests with unique needs.
• Contact the appropriate individual or department as necessary to resolve guest calls, requests, or problems.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Dispatch bell staff or valet staff as needed.
• Dispatch shuttle calls for airport transportation.
• Answer calls within 3 rings
• Educate incoming callers on hotel amenities and services available to them during their stay.

Skills

Guest service

Telephone etiquette

Team player

Flexible schedule

Job description

LaGuardia Marriott-LAM in New York near LaGuardia Airport is hiring a Front Desk/Guest Services Agent. This role handles guest calls, requests, and check-ins, ensuring smooth communication and guest satisfaction.

You will operate a telephone switchboard, relay messages, advise on hotel amenities, arrange shuttle transport, and coordinate with bell staff. The position requires teamwork, flexibility for nights and weekends, and the ability to lift up to 25 pounds.