Guest Service Agent - Holiday Inn Lower East Side-NYC

Holiday Inn Delancey Street•New York, NY

6d•Onsite

About The Position

The Guest Service Agent delivers warm, efficient, and professional front desk service throughout the guest experience, from check-in through check-out and in response to guest requests. The role serves as the primary point of contact for guest inquiries and concerns, supports reservations and property management system activity, coordinates with other hotel departments, and helps maintain a safe, clean, and welcoming lobby. The position requires a hospitality-focused approach, the ability to thrive in a fast-paced environment, and flexibility to work overnight shifts, weekends, and holidays as business needs require. The Guest Service Agent must be able to perform the essential functions of the position, with or without reasonable accommodation. The role requires standing for extended periods, up to eight hours per shift, and lifting and carrying items up to 25 pounds. Work takes place in a lobby environment with varying noise levels.

Requirements

Genuine passion for hospitality and pride in making guests feel at home.
Ability to provide professional guest service in a fast-paced environment.
Ability to stand for extended periods, up to eight hours per shift.
Ability to lift and carry items up to 25 pounds.
Ability to work a flexible schedule, including overnight shifts, weekends, and holidays, as business needs require.
Qualified individuals must be able to perform the essential functions of the position, with or without reasonable accommodation.

Responsibilities

Welcome guests and perform accurate check-in and check-out procedures.
Verify guest identification, process payments, issue room keys, and follow hotel security policies.
Communicate room types, rates, amenities, hotel policies, and local area information.
Handle early arrivals, late check-outs, room upgrades, and special requests.
Respond to guest inquiries and requests in person, by phone, and through internal messaging systems.
Resolve guest complaints empathetically and effectively, escalating unresolved issues to the Manager on Duty when necessary.
Anticipate guest needs, provide personalized service, and promote hotel amenities, services, and local attractions.
Create, modify, and cancel reservations in the property management system; process walk-in guests and manage room inventory.
Reconcile daily room status reports with Housekeeping and communicate discrepancies.
Post charges, apply adjustments, and complete end-of-shift cash and credit reconciliation.
Run and distribute nightly reports as requested by the General Manager or Front Desk Manager.
Coordinate with Housekeeping, Maintenance, and other departments to fulfill guest needs.
Record guest requests, complaints, incidents, wake-up calls, do-not-disturb requests, and special notes in appropriate logs or communications.
Support the Manager on Duty as a communication hub across hotel departments during the shift.
Follow security protocols, know emergency procedures, comply with brand standards, hotel policies, and regulations, and report suspicious activity, hazards, or maintenance issues.
Keep the front desk, lobby, and nearby common areas clean, organized, and presentable.
Complete shift paperwork, reports, and logs accurately and on time.
Handle incoming calls professionally and direct them to the appropriate departments.
Receive, securely store, and properly log guest packages, mail, and lost-and-found items.
Assist with administrative tasks and perform other duties as assigned by the Front Desk Manager or General Manager.