Front Desk Agent

About the Role

Firmdale Hotels invites you to become a key player in our highly successful team at the Warren Street Hotel where elegance meets outstanding service. 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.

Responsibilities

• Warmly greet all guests and patrons upon entering and departing the hotel
• Consistently extend the highest level of hospitality to all guests and customers while welcoming them and checking them in efficiently
• Allocate accommodations correctly, with special attention to VIP clients, retrieving and utilizing all relevant guest information
• Maintain strict confidentiality of all hotel guest information and records
• Offer all guests assistance with luggage to their rooms politely and efficiently
• Carry out a daily in-house guest reservation and correspondence audit
• Maintain efficiency and friendliness during the entire checkout
• Work to resolve any guest complaints or queries following Firmdale standards
• Apply all hotel credit procedures discreetly and tactfully
• Maintain a high level of communication and response to the Assistant Front Office Manager (AFOM) and the Front Office Manager (FOM) and between the front of house and all other departments within the hotel
• Complete all filing according to hotel standards
• Accurately record all reservations taken at the Front Desk accurately
• Follow all handover procedures at the end of every shift
• Make certain all charges are posted and the correct amount is billed to guests and function accounts
• Count assigned bank at the start and end of every shift and rectify any problems
• Adhere to requirements and maintain the security of cash, property and valuables located within the reception area
• Ensure all accounts balance with credit card machines and allowances are accounted with the correct backup
• Transfer accounts to sales recording accurate information and including by the correct documentation
• Always understand and adhere to the hotel security policy
• Have a thorough knowledge of the hotel and the company
• Maintain a clean and organized 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

• Be able to stand for a complete 8-hour shift, 5 days a week
• Ability to read, review, enter, and retrieve information from computer and hard copies including internal documents, guest identification documents, and internal memos
• Able to use a computer keyboard and mouse and telephone system
• Ability to communicate both written and verbal and use systems to document activities
• Available to work a flexible schedule that can include days, evenings, nights, weekends, and holidays

Qualifications

• A high school diploma, hospitality training or certification, and a 2- or 4-year degree is preferred, college degrees in hospitality are a plus
• Previous reception or customer service experience, preferably within a 4- or 5-star hotel
• Excellent level of spoken and written English
• Friendly & professional telephone etiquette
• Ability to remain calm under pressure
• Work experience that requires a high level of attention to detail

Benefits

• Competitive salary
• 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

Why Join Firmdale Hotels?

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.

We are delighted to have been recognized by the hospitality and travel industries for the great work our teams have achieved. To name a few of our recent awards and accolades:

• Crosby Street Hotel: Three Michelin Keys, 2024, 2025; Condé Nast Traveler 'Triple Crown', 2026; Readers' Choice Awards, Condé Nast Traveller, 2024, 2025; Top-Rated Tablet Hotels of All Time, 2025; The Best Boutique Hotels in New York City, Travel + Leisure, 2024; Certified LEED® GOLD by the U.S. Green Building Council and verified by the Green Building Certification Institute (GBCI)
• Warren Street Hotel: Two Michelin Keys, 2025; The Hot List, Conde Nast Traveller, 2024; The IT List, Travel + Leisure, 2024; World's Greatest Places, TIME Magazine 2024; The Best Boutique Hotels in New York City, Travel + Leisure, 2024; Readers' Choice Awards, Condé Nast Traveller, 2025
• The Whitby Hotel: Three Michelin Keys, 2024, 2025; Top-Rated Tablet Hotels of All Time, 2025; Condé Nast Traveler 'Triple Crown', 2026; Best Spots for Afternoon Tea in the US, Tasting Table, 2024, 2025; Best Afternoon Teas in New York City, Vogue, 2024, 2025; Readers' Choice Awards, Condé Nast Traveller, 2024, 2025

Join us at the Warren Street Hotel and be part of a team that values excellence, creativity, and a genuine passion for hospitality. Apply now to start your journey with Firmdale Hotels!