Guest Service Agent

About the role

• City, State: New York, New York
• Title: Guest Service Agent
• Location: New York, NY
• FLSA: non-exempt
• Status: full-time
• Reports to: Front Office Managers/ Operation Managers

Pay Range

$27.76 - $29.76 per hour

Job Summary

Hampton/Home2 by Hilton Times Square is looking for a motivated and customer focused Guest service agent to join the team. 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.

Essential Functions and Duties

• 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.

Required Experience, Education, and Skill s

• Previous experience in a hotel front desk or guest service role preferred.
• 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).
• Ability to handle cash transactions and perform basic bookkeeping tasks.
• 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.
• Ability to work independently and follow established hotel policies and procedures.

Work Environment

• Primarily indoor work within the hotel's front desk and lobby areas.
• 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).
• Flexible schedule required, including availability for evening, weekend, and holiday shifts.
• Frequent use of a computer and telephone, interacting with guests and team members.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.