Guest Service Agent - SpringHill Suites Times Square

New York Manhattan Times Square•New York, NY

19h

About The Position

The Guest Service Agent delivers warm, efficient, and professional front desk service throughout guest interactions, including check-in, check-out, and requests during a stay. The role serves as the primary point of contact for guest inquiries and concerns, supports reservations and property management system operations, coordinates with hotel departments, and helps maintain a safe, organized, and welcoming hotel environment. The position requires a flexible schedule that may include overnight shifts, weekends, and holidays as business needs require. The role requires standing for extended periods, up to eight hours per shift, and lifting and carrying items up to 25 pounds. M&R Hotel Management is an equal employment opportunity employer. Qualified individuals must be able to perform the essential functions with or without reasonable accommodation. The company participates in E-Verify.

Requirements

Ability to perform the essential functions of the position, with or without reasonable accommodation.
Ability to stand for extended periods, up to eight hours per shift.
Ability to lift and carry items weighing up to 25 pounds.
Ability to work a flexible schedule, including overnight shifts, weekends, and holidays as business needs require.

Responsibilities

Welcome guests and complete accurate check-in and check-out procedures.
Verify guest identification, process payments, and issue room keys according to security policies.
Communicate room types, rates, amenities, hotel policies, and local information to guests.
Handle early arrivals, late check-outs, room upgrades, and special requests professionally.
Respond to guest inquiries and requests in person, by phone, and through internal messaging systems.
Resolve complaints promptly and empathetically, escalating unresolved issues to the Manager on Duty when necessary.
Anticipate guest needs and provide personalized service; promote hotel amenities, services, and local attractions.
Create, modify, and cancel reservations in the property management system; process walk-ins and manage room inventory.
Reconcile 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 logs or communicate them to relevant departments.
Support the Manager on Duty as a communication hub across hotel departments during the shift.
Follow security protocols, know emergency procedures, and respond effectively in emergencies.
Follow brand standards, hotel policies, and applicable regulatory requirements; promptly report suspicious activity, safety hazards, and maintenance issues.
Keep the front desk, lobby, and surrounding common areas clean, organized, and presentable.
Complete shift paperwork, reports, and logs accurately and on time.
Answer and direct incoming calls professionally.
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.