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About the Role
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.
Responsibilities
- 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 needed.
- 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.
- Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
- Maintain confidentiality of proprietary information; protect company assets.
- Provide exceptional customer service and greet guests promptly and professionally with a positive approach.
- Perform other reasonable job duties as requested by Supervisors.
Requirements
- Previous experience in a hotel front desk or guest service role preferred.
- Ability to handle cash transactions and perform basic bookkeeping tasks.
- Ability to work independently and follow established hotel policies and procedures.
- Must wear proper uniform at all times in accordance with the Standards of Appearance.
- Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
- Maintain confidentiality of proprietary information; protect company assets.
- Flexible schedule required, including availability for evening, weekend, and holiday shifts.
- 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, deliveries etc).
Skills
- 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).
- Excellent problem-solving abilities to resolve guest issues efficiently.
- Positive attitude and professional demeanor.
- Strong organizational skills with attention to detail in managing guest reservations and records.
Location
- New York, New York
Work Type
- full-time
- indoor work
Experience Level
- Previous experience in a hotel front desk or guest service role preferred.
Salary/Compensations
- $27.76 - $29.76 per hour
Benefits
- medical
- dental
- vision
- PTO
- 401(k) matching
- wellness support
- life and disability coverage
- savings accounts
- tuition aid
- travel and lodging perks
About the Company
- Hampton/Home2 by Hilton Times Square is looking for a motivated and customer focused Guest service agent to join the team.
- Stonebridge is committed to equal employment opportunities.
- All Stonebridge openings are projected to close within 30 days of the original posting date.
Equal Opportunity
- 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.
- Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.