Hotel Front Desk Agent

Who are we?

HGU New York is a comfortably chic 90-room hotel located in Midtown Manhattan. We are seeking a fun, warm, energetic, service-oriented individual to join our front desk team and create unique and memorable experiences for our valued guests. The ideal candidate has a natural passion for delivering an authentic message and possesses great attention to detail and professionalism.

What will you be doing as a Hotel Front Desk & Guest Service Agent?

Agents serve as our guests’ first point of contact and manage all aspects of their accommodation. Responsibilities include, but are not limited to:

· Providing the highest standards of overall service including that critical first impression to guests by welcoming them with a warm and friendly demeanor

· Checking guests in and out efficiently in a confident, prompt, and courteous manner

· Answering all incoming calls and email correspondence in a timely and professional manner, always ensuring complete and accurate information

· Creating and amending reservations

· Providing information about the hotel including the availability of rooms, rates, and amenities

· Promptly resolving guest requests and issues in a courteous, friendly, and professional manner, ensuring guest satisfaction

· Logging guest requests and accurately maintaining the status of each reservation

· Assisting with guest responses via extranets for all third-party booking channels

· Actively collecting and meticulously recording guest preferences

· Fulfilling concierge duties by assisting with inquiries about the hotel and local services including facilitating dining, transportation, entertainment, shopping, and other activities

· Working with the Housekeeping team to ensure rooms are clean, tidy, and furnished to accommodate guests’ needs

· Completing daily communication logs and checklists by the end of each shift

· Reviewing arrivals, noting special requests, and blocking rooms as needed

· Opening, securing, and balancing out daily shift bank, following all cash handling and credit policies

· Posting and adjusting charges to guest folios and processing payments

· Communicating pertinent guest information and requests to designated departments

Guest Service Agent Requirements:

· Outstanding commitment to guest service in keeping with the highest hospitality standards

· Maintain a high level of professional appearance, demeanor, and ethics

· Work well under pressure

· Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism

· Must be able to maintain and handle confidential information, including guest records with a high degree of integrity

· Strong time management and organizational skills

· Excellent math skills

· Good problem-solving & customer service skills

· The ability to multitask

· Strong written and verbal communication skills

· Ability to work a flexible schedule including mornings, evenings, weekends, and holidays

· Ability to read, write, and verbally communicate effectively in English (Additional languages an asset)

· Basic knowledge of Windows applications and computer skills

· Fire and Life Safety Director (FLSD) Certification

· Must be able to stand/walk/ be in motion for the duration of shifts

· Ability to lift and/or move up to 50 pounds

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Benefits:

• Commuter assistance
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid jury duty
• Paid time off
• Vision insurance

Experience:

• Hotel experience: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:

• English (Required)

License/Certification:

• Fire Safety Certification (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Ability to Commute:

• New York, NY 10016 (Required)

Work Location: In person

Salary : $20 - $23