Front Desk Agent - Hotel Operations
About The Position
Hard Rock Hotel New York, located in Midtown Manhattan, offers a dynamic blend of elevated hospitality and cultural energy. The hotel is a stage where music, design, and service create unforgettable moments, with employees referred to as Band Members. The Front Desk Agent is a full-time role responsible for managing guest check-ins and check-outs in a professional and relaxed manner. This role involves running daily reports, handling guest transactions, and addressing inquiries to ensure a quick and efficient front desk experience. The agent is expected to take initiative in assisting guests throughout the property, participating in meetings, and coordinating operations, all while fostering a welcoming environment for guests and coworkers.
Requirements
- At least two years of prior front office experience
- Ideally within a four- or five-star hotel environment
- Ability to communicate clearly
- Ability to stay patient under pressure
- Ability to approach every situation with tact and professionalism
- Comfortable reading instructions
- Performing basic math
- Speaking confidently with coworkers and management
- Understanding the rhythm of lifestyle hotels and premium dining
- Ready to work evenings, weekends, and holidays
- Anticipate guest needs and act with intention
- Deliver service that is both polished and personal
- Take ownership of every detail of the guest journey
- Contribute to a collaborative, energized, and high-performing culture
- Detail-oriented, highly organized, and thrive in a fast-paced, high-expectation environment
- Natural leader who communicates effectively, leads with professionalism, and inspires those around them to perform at their best
- Ability to anticipate needs, solve problems, and maintain high standards
Nice To Haves
- Speak additional languages beyond English
Responsibilities
- Checking in and out of hotel guests
- Running daily reports
- Handling guest transactions
- Answering guest inquiries in a pleasant and helpful manner
- Ensuring the front desk guest experience is quick and efficient for all guests and visitors
- Taking initiative to offer assistance throughout the property
- Participating in sound check meetings
- Coordinating culinary operations
- Registering employees
- Fulfilling requests
- Adhering to established credit card policies and procedures
- Ensuring all guest information is accurate and maintained in an organized manner
- Promoting room upgrades (upsell) and monitoring and controlling product to meet goals
- Reconciling transactions at the end of each shift
- Cashing out and maintaining a balanced bank
- Receiving, tracking, and following up on all service requests, problems, and complaints
- Utilizing HotSos and other platforms to communicate with guests
- Always smiling and offering a warm greeting to all
Benefits
- Comprehensive benefits package
- Medical
- Dental
- Vision
- Paid time off
- Retirement savings
- Employee perks
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
