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About the Role
We are seeking a warm, attentive Front Desk Agent to join our celebrated team at Crosby Street Hotel. You will be the first point of contact for our guests, setting the tone for an exceptional stay from the very first moment. This is a role for someone who takes genuine pleasure in hospitality, thrives in a fast-paced luxury environment, and understands that the finest details make all the difference.
Responsibilities
- Warmly greet all guests upon arrival and departure, extending the highest level of hospitality at all times
- Welcome and check in guests efficiently, with special attention to VIP clients and individual preferences
- Allocate accommodations accurately, retrieving and utilising all relevant guest information
- Maintain strict confidentiality of all hotel guest records and information
- Assist guests with luggage politely and efficiently
- Maintain efficiency and friendliness throughout the entire checkout process
- Resolve guest complaints and queries in accordance with Firmdale standards
- Apply all hotel credit procedures discreetly and tactfully
- Maintain high levels of communication with the AFOM, FOM, and all other hotel departments
- Complete all filing according to hotel standards
- Accurately record all reservations taken at the Front Desk
- Follow all handover procedures at the end of every shift
- Ensure all charges are posted correctly and billed to the appropriate guest or function account
- Count assigned bank at the start and end of every shift and rectify any discrepancies
- Adhere to and maintain the security of cash, property, and valuables in the reception area
- Transfer accounts to sales with accurate information and correct documentation
- Understand and adhere to hotel security policy at all times
- Maintain a thorough knowledge of the hotel and the Firmdale brand
- Maintain a clean and organised workplace
- Promote other Firmdale hotels and restaurants
- Consistently demonstrate Firmdale Core Values: Attention to Detail, Enthusiasm, Passion, Relationships, and Resilience
- Carry out any other reasonable duty to assist in the smooth running of the property
Requirements
- Ability to stand for a complete 8-hour shift, 5 days a week
- Ability to read, review, enter, and retrieve information from computer systems and hard copies, including guest identification documents and internal memos
- Ability to use a computer keyboard, mouse, and telephone system
- Ability to communicate both verbally and in writing, and to document activities using hotel systems
- Available to work a flexible schedule including days, evenings, nights, weekends, and holidays
- Previous reception or customer service experience, preferably within a 4- or 5-star hotel
- Excellent spoken and written English
- Friendly and professional telephone etiquette
- Ability to remain calm and composed under pressure
- A high level of attention to detail
Skills
- Hospitality training
- Customer service
- Telephone etiquette
- Attention to detail
Location
- SoHo, New York
Work Type
- Full Time
- Permanent
Experience Level
- Entry Level
Education Level
- High school diploma
- Hospitality training, certification, or a 2- or 4-year degree preferred
- College degree in hospitality is a plus
Salary/Compensations
- $25 - $27 per hour
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.