Guest Service Agent - Hotel Alameda

$19/hr · Hotel Alameda, 518 W 27th St, New York, NY 10001 · Full Time

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.