Hotel Front Desk: Guest Experience Associate

Stonebridge; New York (NY); On-site; USD 38,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

PTO

401(k) matching

Wellness support

Life and disability coverage

Travel and lodging perks

Job summary

Stonebridge in New York, New York is seeking a motivated Guest Service Agent to support front office operations at the Hampton/Home2 by Hilton Times Square. You will ensure smooth check-in/check-out, maintain guest records, and handle inquiries, payments, and reservations to sustain high guest satisfaction.

The role requires strong customer service, cash handling, and PMS proficiency, with a flexible schedule including evenings, weekends, and holidays.

Qualifications

• Previous experience in a hotel front desk or guest service role preferred.
• Strong customer service and communication skills to interact effectively with guests and staff.
• Proficiency in using property management systems and basic office software (e.g., Word, Excel).
• Ability to handle cash transactions and perform basic bookkeeping tasks.
• Excellent problem-solving abilities to resolve guest issues efficiently.
• Positive attitude and professional demeanor
• Strong organizational skills with attention to detail in managing guest reservations and records.
• Ability to work independently and follow established hotel policies and procedures.

Responsibilities

• Greet, register, and assign rooms to guests upon arrival.
• Check registration cards for completeness, accuracy, and legibility.
• Check-in and check-out courteously; process payments per hotel requirements.
• Verify guest credit and establish payment methods for accommodation.
• Maintain accurate records of room availability and guest accounts using PMS.
• Develop knowledge of staff, room locations, rates, amenities, and selling strategies.
• Compute bills, collect payments, and make change for guests.
• Balance credit cards, cash, and change fund throughout shifts.
• Issue room keys and provide instructions to bell staff.
• Review accounts and charges with guests at check-out.
• Transmit and receive guest messages via phone/switchboard.
• Coordinate with housekeeping and maintenance on guest issues.
• Make and confirm reservations for guests.
• Answer inquiries about hotel services, dining, shopping, and entertainment.
• Cross-train in PBX, Reservations to fill in as needed.
• Follow all company policies; report accidents and unsafe conditions.

Skills

Guest service

Customer service

Communication

Cash handling

Problem solving

Organizational skills

Independent work

Tools

Property management systems

MS Word

Excel

Job description

Stonebridge in New York, New York is seeking a motivated Guest Service Agent to support front office operations at the Hampton/Home2 by Hilton Times Square. You will ensure smooth check-in/check-out, maintain guest records, and handle inquiries, payments, and reservations to sustain high guest satisfaction.

The role requires strong customer service, cash handling, and PMS proficiency, with a flexible schedule including evenings, weekends, and holidays.