Title: Guest Service Agent  

Location: New York, New York

FLSA: Non-Exempt 

Status: full-time

Reports to: Front Office Managers

Pay Range: $27.76 -$29.76 per hour  

Job Summary: Hampton/Home2 by Hilton Times Square is looking for a motivated and customer focused Guest service agent to join the team. The Guest Service Agent is responsible for ensuring smooth check-in and check-out procedures, maintaining accurate guest records, and providing outstanding guest services. This role supports the hotel’s front office operations and handles various guest inquiries, payments, and reservations to ensure a high level of guest satisfaction. 

Essential Functions and Duties: 

• Greet, register, and assign rooms to guests upon their arrival.

• Check registration (folio) cards for completeness, accuracy, and legibility

• Check-in and check-out courteously and efficiently; process all payments according to established hotel requirements.

• Verify guest credit and establish payment methods for accommodation.

• Keep accurate records of room availability and guest accounts using property management systems.

• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies

• Compute bills, collect payments, and make change for guests.

• Ensure all credit cards, cash, and change fund are balanced throughout each shift

• Issue room keys and provide necessary instructions to bell attendants.

• Review accounts and charges with guests during the check-out process.

• Transmit and receive guest messages using telephones or switchboards.

• Coordinate with housekeeping and maintenance staff to address guest-reported issues.

• Make and confirm reservations for guests.

• Answer inquiries about hotel services, nearby dining, shopping, and entertainment options.

• Cross train in PBX, Reservations to fill in the role when needed.

• Follow all company policies and procedures, report accidents, injuries, and unsafe work conditions to manager.

• Ensure uniform and personal appearance are clean and professional.

• Must wear proper uniform at all times in accordance with the Standards of Appearance.

• Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.

•  Maintain confidentiality of proprietary information; protect company assets.

• Provide exceptional customer service and greet guests promptly and professionally with a positive appraoch.

• Perform other reasonable job duties as requested by Supervisors.

 
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. 

Required Experience, Education, and Skills: 

• Previous experience in a hotel front desk or guest service role preferred. 

• Strong customer service and communication skills to interact effectively with guests and staff. 

• Proficiency in using property management systems and basic office software (e.g., Word, Excel). 

• Ability to handle cash transactions and perform basic bookkeeping tasks. 

• Excellent problem-solving abilities to resolve guest issues efficiently. 

• Positive attitude and professional demeanor

• Strong organizational skills with attention to detail in managing guest reservations and records. 

• Ability to work independently and follow established hotel policies and procedures. 

Work Environment: 

• Primarily indoor work within the hotel’s front desk and lobby areas. 

• Requires standing and walking for long periods throughout the shift. 

• Must be able to lift and carry up to 20 lbs. occasionally (e.g., ledgers, small office supplies, deliveries etc). 

• Flexible schedule required, including availability for evening, weekend, and holiday shifts. 

• Frequent use of a computer and telephone, interacting with guests and team members. 

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