HOTEL FRONT DESK AGENT

About the role

Elysée New York is seeking a warm, detail-oriented Front Desk Agent to serve as one of the primary points of contact across every guest's stay, from arrival through departure. Reporting to the Front Office Management and Director of Operations, this individual manages check-in and check-out, guest escorts, phone communication, and every guest request in between, coordinating closely with other departments to ensure a seamless experience. The Front Desk operates to Leading Quality Assurance standards, and the Front Desk Agent is responsible for bringing those standards to life in every guest interaction.

Responsibilities

• Serves as the brand ambassador and first impression to all arrivals.
• Welcome, check in, and check out guests accurately and warmly, confirming reservation, payment, and stay details in Opera Cloud, the hotel's guest reservation and billing system.
• Escort guests to their rooms when appropriate, introducing them to key hotel facilities such as the Concierge, Salon Sanssouci, and the Fitness Studio along the way.
• Answer incoming calls promptly and professionally, and manage phone-based check-out and other guest requests with the same care given to in-person service.
• Respond to all guest requests with genuine hospitality, discretion, and anticipatory service, taking ownership of each request through to completion or a clear hand-off.
• Recognize returning guests and honor their known preferences without being asked.
• Maintain accurate awareness of room status, VIP activity, and daily arrivals and departures throughout each shift.
• Coordinate continuously with Bell Services, Housekeeping, Engineering, Food & Beverage, Guest Services, and Security to ensure a cohesive, seamless guest journey.
• Communicate clearly and discreetly with the Front Office team over the Relay to manage queues, room readiness, and guest hand-offs.
• Relay guest preferences, special requests, and follow-up items to the appropriate department or team member, and confirm completion.
• Alert the Front Office Manager or Assistant Front Office Manager promptly