Guest Service Agent-Holiday Inn Times Square

Holiday Inn Manhattan Time Square South•New York, NY

1d•Onsite

About The Position

The Guest Service Agent and Night Audit Relief provides warm, efficient, and professional front desk service throughout guest interactions, from check-in to check-out and during the stay. The role serves as a primary point of contact for guest inquiries and requests, supports reservation and property-management tasks, coordinates with hotel departments, and helps maintain a safe, clean, and welcoming hotel environment. The position also includes Night Audit relief duties.

Requirements

Ability to perform the essential functions of the position, with or without reasonable accommodation.
Ability to stand for extended periods, up to 8 hours per shift.
Ability to lift and carry items weighing up to 25 lbs.
Ability to work in a lobby environment with varying noise levels.
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 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, requests, and concerns in person, by phone, and through internal messaging systems.
Resolve guest complaints promptly and empathetically, 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 using the property management system.
Process walk-in guests and manage room inventory to support occupancy and revenue.
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 required by the General Manager or Front Desk Manager.
Coordinate with Housekeeping, Maintenance, and other departments to fulfill guest needs.
Record guest requests, complaints, and notable incidents in the shift communication log.
Relay wake-up call schedules, do-not-disturb requests, and special guest notes to relevant departments.
Support the Manager on Duty by coordinating communication across hotel departments during the shift.
Follow security protocols, maintain knowledge of emergency procedures, and respond appropriately to emergencies.
Comply with brand standards, hotel policies, and applicable regulations.
Report suspicious activity, safety hazards, and maintenance issues to management.
Keep the front desk, lobby, and nearby common areas clean, organized, and presentable.
Complete required 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 assigned by the Front Desk Manager or General Manager.