Guest Service Agent
3 months ago
Nine Orchard Hotel
Guest Service Agent/Concierge
DEPARTMENT: Front Office
REPORTS TO: Director of Front Office
SUMMARY
The Guest Service Agent/Concierge is responsible for checking guests in and out, running daily reports, handling guest transactions, maintaining a bank, and answering guest inquiries. They must ensure that the front desk guest experience is quick and efficient for all guests and visitors.
CORE FOCUS & ESSENTIAL RESPONSIBILITIES
Qualified candidates must be able to complete the following responsibilities satisfactorily. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Complete the registration process in accordance with Nine Orchard’s check-in standards: greet guests, confirm the length of stay and room type, obtain contact information and payment, and offer general hotel information before directing guests to the elevator.
- Close guest accounts at time of check out according to Nine Orchard’s Check out Standards: greet guests at check out, confirm and collect payment, and request feedback regarding stay. Update guest’s profile to ensure the best possible service for future stays.
- Greet guests with an open and warm persona, either on the phone or in person. Use a positive and clear speaking voice, receive/deliver on all guest requests in a timely manner, provide accurate information such as outlet hours and hotel functions, and offer basic concierge services.
- Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers’ checks and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the property management system. Individuals are capable of moving assigned cash from the storage vault to the drawer at the front desk and back.
- Work with various departments to ensure guests receive the best possible service. Duties may include working with Housekeeping for all guest requests and room status updates, Engineering for all guest requests and building issues, Sales for all guest inquiries, group business, and daily site visits, and reservations for all reservation inquiries, changes and billing issues.
- Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems. Remain calm and alert, especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
- Perform various duties of guest service agent, Reservations Agent, concierge, and Telephone operator in a friendly and courteous manner to ensure guest satisfaction and service recovery.
- Provides information regarding the area, including directions, attractions, shopping, nightlife, or recreational opportunities.
- Tracking network of contacts, service providers, and business in the neighborhood that can service guests' needs.
SUPPORTING FUNCTIONS
In addition to the core focus & responsibilities, the candidate is expected to complete the following duties: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Follow up on outstanding operational and guest (internal & external) issues.
- Monitor guest feedback and adjust accordingly.
- Inspecting lobby areas and hotel entrances for cleanliness and maintenance, reporting deficiencies to appropriate departments, and ensuring timely completion.
- Develops and maintains service relationships to fulfill the needs of patrons, customers, guests, or employees.
- Provides a variety of business services such as shipping packages and assisting with printing needs.
- Receives and tracks any guest deliveries.
ESSENTIAL QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to satisfactorily communicate in verbal and written English with guests, management, and co-workers to their understanding.
- Prioritize and organize work assignments, and have timely follow-up and execution.
- Have superb time management skills.
- Maintain complete knowledge of all hotel services/features and hours of operation.
- Other languages, mathematical, and reasoning abilities as outlined below.
- Ability to comply with physical demands as outlined below.
- Technologically sound with Microsoft Office applications.
- Ability to compute basic mathematical calculations.
- A flexible schedule is required, which could include weekends and holidays.
REQUIRED EDUCATION and/or EXPERIENCE
Individuals should be a High School Graduate and/or have any combination of experience that provides the required knowledge, skills, and ability to effectively fulfill the requirements of this job description. Bachelor’s degree preferred. Previous experience in a hotel setting is preferred.
LANGUAGE, MATHEMATICAL, and REASONING ABILITIES
Candidate must meet the following cognitive abilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to understand guests’ service needs & requests.
- Ability to acknowledge guests’ requests in a polite manner.
- Ability to clearly communicate in verbal and written English (additional foreign languages are encouraged and preferred).
- Ability to apply logical thinking and understanding to carry out written and oral instructions.
- Ability to address and solve problems involving guest and operational issues.
- Ability to compute basic mathematical calculations.
PHYSICAL DEMANDS / WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. The typical environment is an office atmosphere with ambient room temperatures, lighting, and common office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Sit, walk, and stand continuously.
- Lift / carry 10lbs (frequently) and 25lbs (occasionally)
- Bend, squat, crawl, and reach above shoulder level.
- Use dominant hand coordination for simple grasping, pushing/pulling, and fine manipulation.
We are an equal-opportunity employer committed to a diverse work environment.
-
Guest Services Agent
5 days ago
New York, New York, United States New Castle Hotels Full timeJob Summary:New Castle Hotels is seeking a highly motivated and customer-focused Front Desk Agent to join our team. As a Front Desk Agent, you will be the first point of contact for our guests and will be responsible for providing exceptional service and ensuring a smooth and enjoyable stay.Key Responsibilities:Make a First Impression: Greet guests warmly...
-
Substitute Guest Services Agent
2 weeks ago
New York, United States Highgate Full timeThe Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. Responsibilities Greet and welcome all Guest Service, Guest, Agent, Substitute, Hotel, Operations
-
Guest Service Agent
2 months ago
New York, United States Hilton New York Times Square Full timeDescriptionThe Hilton New York Time Square is looking for a Guest Service Agent to join our Front Office Team. Set in the heart of Times Square, our hotel soars above Manhattan, offering panoramic views from our rooms and on-site restaurant. Broadway theaters, shops, and restaurants are just outside our door. Within a mile you’ll find iconic New York sites...
-
Guest Service Agent
2 months ago
New York, New York, United States Hilton Global Full timeThe Hilton New York Time Square is looking for a Guest Service Agent to join our Front Office Team. Set in the heart of Times Square, our hotel soars above Manhattan, offering panoramic views from our rooms and on-site restaurant. Broadway theaters, shops, and restaurants are just outside our door. Within a mile you'll find iconic New York sites such as...
-
Guest Service Agent
2 months ago
New York, New York, United States Hilton New York Times Square Full timeThe Hilton New York Time Square is looking for a Guest Service Agent to join our Front Office Team. Set in the heart of Times Square, our hotel soars above Manhattan, offering panoramic views from our rooms and on-site restaurant. Broadway theaters, shops, and restaurants are just outside our door. Within a mile you'll find iconic New York sites such as The...
-
Guest Service Agent
7 days ago
New York City, United States Luxury Boutique Hotel (Anonymous) Full timeLuxury Boutique Hotel (Anonymous) Luxury Boutique Hotel (Anonymous) New York, NY New York, NY Full-time Full-time From $22 an hour From $22 an hour 10 days ago 10 days ago 10 days ago Position Overview:We are currently seeking a Guest Services Agent responsible for delivering exceptional personalized service while upholding our high standards, including but...
-
Guest Service Agent
3 months ago
New York, United States Aliz Hotel Times Square Full timeOverview: Opportunity: Guest Service Agent Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. Your Growth Path Front Desk Supervisor or Sales Coordinator Front Office Manager or Sales Manager Your Focus Immediately greet guests and offer to assist with their needs. Register and...
-
Guest Service Agent
3 months ago
New York, United States Fairfield Inn & Suites by Marriott New York ManhattanDowntown East Full timeOverview: Opportunity: Guest Service Agent Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. Compensation: $19-20/hr Your Growth Path Front Desk Supervisor or Sales Coordinator Front Office Manager or Sales Manager Your Focus Immediately greet guests and offer to assist with their...
-
Guest Services Agent
1 month ago
New York, United States Pier Sixty & The Lighthouse Full timeJob Summary: Be the face of The Pier Sixty Collection and leave a lasting impression as a Guest Service Agent (GSA). Your mission: to wow our guests and clients with exceptional service and a warm welcome. As a pivotal part of our team, you'll be the liaison between guests, clients, and our internal teams, ensuring every event runs smoothly. Position...
-
Guest Services Agent
4 weeks ago
New York, United States Pier Sixty Full timeJob DescriptionJob DescriptionJob Summary:Be the face of The Pier Sixty Collection and leave a lasting impression as a Guest Service Agent (GSA). Your mission: to wow our guests and clients with exceptional service and a warm welcome. As a pivotal part of our team, you'll be the liaison between guests, clients, and our internal teams, ensuring every...
-
Guest Services Agent
1 month ago
New York, United States Pier Sixty Full timeJob DescriptionJob DescriptionJob Summary:Be the face of The Pier Sixty Collection and leave a lasting impression as a Guest Service Agent (GSA). Your mission: to wow our guests and clients with exceptional service and a warm welcome. As a pivotal part of our team, you'll be the liaison between guests, clients, and our internal teams, ensuring every...
-
Guest Service Agent
2 months ago
New York, United States Hyatt Herald Square New York Full timeDescriptionCrescent Hotels and Resorts is the industry leader in hotel management and we proudly offer robust compensation and benefits packages along with a career path for our associates which celebrates their success.Crescent was started with a deep belief in our people, encouraging them to apply their energy, passion, and unique abilities to make our...
-
Guest Service Agent
2 months ago
New York, United States Holiday Inn Express New York City Times Square Full timeOverview Opportunity: Guest Service Agent Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. Your Growth Path Front Desk Supervisor or Sales Coordinator Front Office Manager or Sales Manager Your Focus Immediately greet guests and offer to assist with their needs. Register and assign...
-
Guest Service Agent
2 months ago
New York, United States Hilton Garden Inn Central Park South Full timeOverview Opportunity: Guest Service Agent Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. Your Growth Path Front Desk Supervisor or Sales Coordinator Front Office Manager or Sales Manager Your Focus Immediately greet guests and offer to assist with their needs. Register and...
-
Guest Service Agent
2 months ago
New York, United States Hampton Inn ManhattanMadison Square Garden Area - Herald Square Full timeOverview Opportunity: Guest Service Agent Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. Compensation: $19/hr Your Growth Path Front Desk Supervisor or Sales Coordinator Front Office Manager or Sales Manager Your Focus Immediately greet guests and offer to assist with their...
-
Guest Service Agent
2 months ago
New York, New York, United States Hyatt Herald Square New York Full timeCrescent Hotels and Resorts is the industry leader in hotel management and we proudly offer robust compensation and benefits packages along with a career path for our associates which celebrates their success.Crescent was started with a deep belief in our people, encouraging them to apply their energy, passion, and unique abilities to make our hotels run...
-
Guest Service Agent
4 weeks ago
New York, United States Fairfield Inn & Suites New York ManhattanDowntown East Full timeOverview Opportunity: Guest Service Agent Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. Compensation: $19-20/hr Your Growth Path Front Desk Supervisor or Sales Coordinator Front Office Manager or Sales Manager Your Focus Immediately greet guests and offer to assist with...
-
Luxury Hotel Guest Service Agent
2 months ago
New York, New York, United States Hotel Talent NYC Full timeOften, the first encounter, you understand that your interaction can set the tone for the entire guest experience and potentially impact the exclusive brand Your genuine warmth and helpful nature enable you to rise to every occasion, from cheerfully greeting the excited family on a vacation adventure to handling the travel-weary guest's request with prompt...
-
Luxury Hotel Guest Service Agent
1 month ago
New York, United States Hotel Talent NYC Full timeOften, the first encounter, you understand that your interaction can set the tone for the entire guest experience and potentially impact the exclusive brand! Your genuine warmth and helpful nature enable you to rise to every occasion, from cheerfully greeting the excited family on a vacation adventure to handling the travel-weary guest’s request with...
-
Guest Service Agent
1 month ago
New Lenox, Illinois, United States Courtyard Lenox Berkshires Full timeCome Join the Waterford Hotel Group TeamAt Waterford Hotel Group we pride ourselves on cultivating a workplace that feels like home and brings out the best in you, each and every day. We will celebrate your successes, appreciate your strengths, and offer an environment where each of us can truly be ourselves. We provide competitive compensation and benefits,...