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About the Role
The Guest Services Agent is responsible for creating exceptional first and last impressions by welcoming guests, managing front desk operations, and serving as a trusted resource throughout the guest journey. This position plays a key role in ensuring guest satisfaction, resolving concerns, and delivering service that exceeds expectations.
Responsibilities
- Lead the delivery of outstanding guest service with a strong focus on warmth, efficiency, and attention to detail.
- Serve as a key ambassador of the Hard Rock Hotel New York experience by creating welcoming, polished, and memorable interactions from the moment guests arrive through departure.
- Greet guests with professionalism, enthusiasm, and authenticity, ensuring all check-in and check-out procedures are completed accurately and efficiently.
- Act as the primary point of contact for guest questions, requests, and concerns.
- Anticipate guest needs and personalize service whenever possible to enhance the overall experience.
- Resolve issues promptly and maintain a calm, service-driven approach.
- Ensure guest profiles, reservations, and billing information are accurate and complete.
- Collaborate closely with Housekeeping, Engineering, Concierge, Security, and Leadership teams to support seamless service delivery and the timely resolution of guest needs.
- Maintain a strong working knowledge of hotel amenities, services, and local attractions in order to provide thoughtful recommendations and guidance.
- Uphold Hard Rock brand standards, fostering guest loyalty by consistently exceeding expectations through exceptional service.
- Execute all responsibilities with a commitment to consistency, professionalism, and elevated service standards.
Requirements
- Applicants must be authorized to work in the United States
Skills
- Anticipate guest needs and act with intention
- Deliver service that is both polished and personal
- Take ownership of every detail of the guest journey
- Thrive in a fast-paced, guest-focused environment
- Detail-oriented, organized, and adaptable
- Communicate clearly and confidently with guests and team members
- Contribute positively to a collaborative, energized, and high-performing culture
Location
- Midtown Manhattan
Work Type
- hourly
- non-exempt
Salary/Compensations
- $2 - $50/
Benefits
- Comprehensive benefits package
- Medical
- Dental
- Vision
- Paid time off
- Retirement savings
- Employee perks
About the Company
- Located in the heart of Midtown Manhattan, Hard Rock Hotel New York delivers a dynamic blend of elevated hospitality and cultural energy.
- Our hotel is more than a destination—it is a stage where music, design, and service come together to create unforgettable moments.
- At Hard Rock, our employees are Band Members, each bringing their individuality, passion, and expertise to the guest experience.
- Together, we create an environment that is vibrant, refined, and authentically Hard Rock.
Equal Opportunity
- Hard Rock Hotel New York is an equal opportunity employer and complies with all applicable federal, state, and local employment laws