Guest Services Agent

6 days ago Be among the first 25 applicants

New York, New York | Hourly Pay: $29.76 |

Title:

Guest Service Agent |

Location:

New York, NY | FLSA:
Non-Exempt | Status:
Full-time |

Reports to:

Front Office Manager | Pay Range: $29.76

The Guest Service Agent is responsible for ensuring smooth check-in and check-out procedures, maintaining accurate guest records, and providing outstanding guest services. This role supports the hotel’s front office operations and handles various guest inquiries, payments, and reservations to ensure a high level of guest satisfaction.

• Greet, register, and assign rooms to guests upon their arrival.
• Check registration (folio) cards for completeness, accuracy, and legibility.
• Check in and check out courteously and efficiently; process all payments according to established hotel requirements.
• Verify guest credit and establish payment methods for accommodation.
• Keep accurate records of room availability and guest accounts using property management systems.
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
• Compute bills, collect payments, and make change for guests.
• Ensure all credit cards, cash, and change fund are balanced throughout each shift.
• Issue room keys and provide necessary instructions to bell attendants.
• Review accounts and charges with guests during the check-out process.
• Transmit and receive guest messages using telephones or switchboards.
• Coordinate with housekeeping and maintenance staff to address guest-reported issues.
• Make and confirm reservations for guests.
• Answer inquiries about hotel services, nearby dining, shopping, and entertainment options.
• Cross train in PBX, Reservations to fill in the role when required.
• Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
• Ensure uniform and personal appearance are clean and professional; must wear proper uniform at all times in accordance with the Standards of Appearance.
• Maintain regular attendance, be consistently on time, and observe prescribed work, break and meal periods in compliance with standards.
• Maintain confidentiality of proprietary information; protect company assets.
• Perform other reasonable job duties as requested by Supervisors.

• 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.
• Strong organizational skills with attention to detail in managing guest reservations and records.
• Ability to work independently and follow established hotel policies and procedures.

• Primarily indoor work within the hotel’s front desk and lobby areas.
• Requires standing and walking for long periods throughout the shift.
• Must be able to lift and carry up to 20 lbs. occasionally (e.g., ledgers, small office supplies).
• Flexible schedule required, including availability for evening, weekend, and holiday shifts.
• Frequent use of a computer and telephone, interacting with guests and team members.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from: .

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.