Guest Service Agent- Hilton Garden Inn New York

About the role

In this role, you will be responsible for delivering warm, efficient, and professional front desk service across all interactions, from check-in to check-out and every request in between. We are looking for individuals who are genuinely passionate about hospitality, thrive in a fast-paced environment, and take pride in making guests feel at home.

Responsibilities

• Guest Check-In & Check-Out
  • Welcome all guests warmly upon arrival and execute smooth, accurate check-in and check-out procedures.
  • Verify guest identification, process payment methods, and issue room keys in accordance with hotel security policies.
  • Clearly communicate room types, rates, amenities, hotel policies, and local area information to guests.
  • Process early arrivals, late check-outs, room upgrades, and special requests in a professional and accommodating manner.
• Guest Relations & Service Excellence
  • Serve as the primary point of contact for all guest inquiries, requests, and concerns throughout the duration of their stay.
  • Resolve guest complaints promptly, empathetically, and effectively; escalate unresolved issues to the Manager on Duty when necessary.
  • Anticipate guest needs and deliver personalized service that exceeds expectations and drives positive reviews.
  • Respond to guest requests via phone, in-person, and internal messaging systems in a timely and courteous manner.
  • Promote hotel amenities, services, and local attractions to enhance the overall guest experience.
• Reservations & Property Management System
  • Create, modify, and cancel reservations accurately using the hotel’s property management system (PMS).
  • Process walk-in guests and manage room inventory to maximize occupancy and revenue.
  • Reconcile daily room status reports with Housekeeping and communicate discrepancies in a timely manner.
  • Post charges, apply adjustments, and complete end-of-shift cash and credit reconciliation with accuracy.
  • Run and distribute nightly reports as required by the General Manager or Front Desk Manager.
• Communication & Interdepartmental Coordination
  • Maintain clear and continuous communication with Housekeeping, Maintenance, and other departments to fulfill guest needs efficiently.
  • Log all guest requests, complaints, and notable incidents accurately in the shift communication log.
  • Relay accurate wake-up call schedules, do-not-disturb requests, and any special guest notes to relevant departments.
  • Support the Manager on Duty (MOD) by acting as a communication hub across all hotel departments during the shift.
• Safety, Security & Compliance
  • Follow all hotel security protocols, including key issuance procedures, guest verification, and restricted area access.
  • Maintain a thorough knowledge of emergency procedures and respond calmly and effectively in the event of an emergency.
  • Adhere to all brand franchise standards, hotel policies, and applicable regulatory requirements at all times.
  • Report any suspicious activity, safety hazards, or maintenance issues to management immediately.
  • Ensure the front desk, lobby, and surrounding common areas are clean, organized, and presentable at all times.
• Administrative Duties
  • Complete all required shift paperwork, reports, and logs accurately and on time.
  • Handle incoming calls with a professional phone manner; direct calls to appropriate departments as needed.
  • Manage the receipt, secure storage, and proper logging of guest packages, mail, and lost-and-found items.
  • Assist with administrative tasks as assigned by the Front Desk Manager or General Manager.
  • Perform other duties as assigned, consistent with the responsibilities of this role.

Physical Requirements

This role requires the ability to stand for extended periods (up to 8 hours per shift), lift and carry items up to 25 lbs, and work in a lobby environment with varying noise levels. The Guest Service Agent must be able to work a flexible schedule including overnight shifts (Night Audit), weekends, and holidays as business needs require.