Overnight Guest Service Agent

SHK Asia Pacific; New York (NY); On-site; USD 49,594,000 - 68,770,000; Full time

Benefits offered by this job

PTO

Health insurance

Dental insurance

Vision insurance

401(k)

Job summary

AKA Sutton Place is seeking an Overnight Guest Services Agent in NYC. The role is the first point of contact for guests and residents, ensuring a friendly, confidential service experience while managing all aspects of their stay.

Applicants should have hotel or customer service experience, with ability to work overnights and weekends. The team values strong guest service, local knowledge, and a proactive, can-do attitude.

Qualifications

• Demonstrated guest service skills and strong communication abilities.
• Problem solving and decision-making capabilities.
• Energetic, self-motivated, can-do attitude.
• Proficiency in English, both written and spoken.
• Strong background in Room Operations or front desk experience.

Responsibilities

• Engage residents with a friendly, can-do attitude.
• Complete daily shift reports and pass information to the next shift.
• Coordinate move-in and move-out materials for residents/guests.
• Introduce services and amenities and follow up with residents.
• Answer external calls and route to the proper department.
• Confirm and tailor all reservation requests to exceed expectations.
• Maintain service levels to encourage repeat visits.
• Know local restaurants, shops, and cultural spots.
• Make decisions in the absence of a manager.
• Perform other duties as assigned.

Skills

Guest service

Communication

Problem solving

Positive attitude

Education

High school diploma

Job description

AKA Sutton Place is hiring for a Full-Time Overnight Guest Services Agent!

AKA Sutton Place provides fully furnished serviced apartments perfect for extended stays in NYC.

The Overnight Guest Services Agentis our guests' and residents' first point of contact and manage all aspects of their stay in a friendly, service-oriented manner while maintaining privacy and confidentiality. Applicants with hotel experience and previous customer service experience are encouraged to apply.

Team Member Responsibilities:

• Engage all residents with an upbeat can-do attitude.
• Responsible for completing daily shift reports, and for accurate and timely information passed on to the next shift.
• Coordinating resident/guest move-in and move-out materials
• Introduce property services and amenities to new arrivals and follow up with a warm call once the resident has settled into their suite.
• Answering outside phone calls and directing to the appropriate department.
• Call, confirm and customize all resident reservation requests to exceed residents' expectations during their stay
• Maintains resident confidence by maintaining service levels; garnering “repeat” visits
• Team Member should have intimate knowledge of surrounding area including but not limited to: restaurants, retail, arts, cultural activities, etc.
• Ability to make decision in the absence of a manager
• Other duties as assigned.

Desired Skills:

• Demonstrated strong guest service skills with strong verbal and written communication abilities.
• Demonstrated problem solving and decision making skills.
• Demonstrated energetic, self-motivating and a “can do” positive attitude.
• Proficiency in English (written and oral).
• Proven strong background in Room Operations

Required Qualifications:

• Ability to work an overnight shift including weekends and holidays.
• Minimum of one to two years of Guest Service/Customer Service experience preferred.
• High school degree or equivalent.
• Meticulous attention to detail

Physical Requirements:

• Must be able to lift up to 30 lbs.
• Sits, stands, bends, stretches, lifts items and moves intermittently during working hours.

Our Team Members enjoy very generous PTO; Health; Dental; Vision and 401(k) benefit plans. We recognize and promote top performers because we know that our success is due to your achievements.

AKA Hotels + Hotel Residences is a family owned and operated company, we consider our Team Members the most important asset. With over 100 years of history and experience behind us we’re always looking for Team Members ready to join our family. Grow with us!

AKA Sutton Place provides fully furnished serviced apartments perfect for extended stays in NYC. The property’s beautifully designed luxury apartments are located in Manhattan’s Sutton Place, a quiet, upscale neighborhood just steps from the commercial hub of Midtown and the city’s most renowned medical centers, including Memorial Sloan Kettering, Hospital for Special Surgery, and New York-Presbyterian Hospital.

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.