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About the Role

The Overnight Front Desk Agent will provide exceptional guest service during the night shift, handling check-ins, check-outs, inquiries, and serving as the primary hotel contact. This role requires strong interpersonal skills, attention to detail, and the ability to deliver inspirational service during overnight hours.

Responsibilities

• Ensure all guests and patrons are warmly greeted upon entering and departing the hotel.
• Check-in/check-out hotel guests efficiently while extending the highest level of hospitality.
• Communicate and appropriately action all complaints/queries, escalating to management when applicable, and use sound judgment to resolve issues independently when a manager is not on-site.
• Respond to late-night guest requests with polish.
• Cover reservations when required, including processing walk-ins, no-shows, and same-day changes.
• Prepare and distribute daily arrival/departure reports and VIP notes for the incoming morning shift.
• Serve as the primary hotel contact overnight, monitoring the lobby, entrances, and common areas for guest and property safety.
• Conduct periodic walk-throughs of public spaces during quiet hours.
• Maintain the correct confidentiality of hotel guest information and records.
• Maintain a high level of communication between Front Office and all other departments, ensuring a seamless handover to the morning shift through detailed logs and pass-downs.
• Answer and route switchboard calls promptly and professionally at all hours.

Requirements

• Being an exceptional team player.
• Possess excellent interpersonal skills.
• Great attention to detail.
• Sound independent judgment.
• Driven by delivering inspirational service.

Location

• Crosby Street Hotel

Work Type

• Full Time

Salary/Compensations

• Competitive salary

Benefits

• Generous paid time off for full and part time team members, including NY sick and safe leave, paid vacation days, and personal days
• Comprehensive medical, dental, and vision benefits, life insurance, and New York Secure Choice support for most team members
• Complimentary meals on shift
• Free uniform dry cleaning service
• Commuter transit benefits available Day 1
• Ongoing training and professional development, including annual education reimbursement program up to $3,000
• Social events throughout the year, including holiday parties, team member appreciation events, and more
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• Departmental and company-wide incentive programs

About the Company

• Firmdale Hotels is a collection of award-winning, luxury boutique hotels and restaurants, renowned for their unique design and exceptional service.
• Each property offers a distinctively stylish experience, reflecting our commitment to excellence and innovation in hospitality.
• Firmdale Hotels is an international, award winning group of 11 luxury hotels and 10 bars and restaurants in London and New York.
• World renowned for their unique interiors and exceptional service, the hotels are trailblazers in hospitality and design.

Equal Opportunity

• Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace.
• Please let us know if you need adjustments during the recruitment process.