Guest Service Agent

12h12 hours ago

MCR

New York City, US · Full-time · $35,000 – $45,000

About this role

At the Royalton New York, a MCR property, the Guest Service Agent is the welcoming face of the hotel, dedicated to providing clean, friendly, well-organized, and safe experiences for every guest. This role is central to the MCR standard of excellence, focusing on happy guests, spotless cleanliness, product consistency, and teamwork.

Day-to-day, you will greet guests happily upon arrival and throughout their stay, using their names whenever possible to ensure a properly welcomed atmosphere. You will manage efficient check-in and check-out processes, handle challenging guest situations with hospitality and urgency, and answer all incoming calls with friendly service using the approved greeting.

As part of a collaborative team, you will maintain sparkling clean workspaces in both front and back of house, and pitch in to clean guest rooms and public spaces as needed. Clear, honest, and professional communication is expected, along with a can-do attitude to stretch beyond your traditional role to meet the needs of the business and our guests.

Success in this role is measured by guest satisfaction scores, management performance ratings, and the ability to complete operational checklists to 100% accuracy. This position offers the opportunity to grow within a hospitality-focused environment that values teamwork and a commitment to creating a welcoming environment for all.

Requirements

Experience in a hospitality, service, consumer-facing franchise, or related field preferred.
Can-do attitude with willingness to stretch beyond traditional role to meet business and guest needs.
Strong guest relations skills with ability to greet guests happily and use names whenever possible.
Understanding of relevant technology for the front desk role.
Commitment to spotless cleanliness and teamwork, including pitching in to clean guest rooms and public spaces.
Ability to communicate clearly, honestly, and professionally with team members.
Flawless uniform and grooming per the Team Member Handbook, with nametag and smiling at all times.

Responsibilities

Greet guests happily upon arrival and throughout their stay with a smile, using their names whenever possible.
Ensure all guests are checked in and out in a timely manner, contacting them after check-in to confirm room satisfaction.
Handle challenging guest situations with hospitality and a sense of urgency to ensure guest recovery.
Maintain strong knowledge of all hotel facility features, amenities, room rates, and promotions.
Answer all incoming calls with friendly service using the approved greeting.
Keep all front and back of house areas sparkling clean and well-organized, pitching in to clean guest rooms and public spaces as needed.
Complete all operational checklists to 100% accuracy and submit accurate shift handover reports on time.
Support all groups and events at the hotel with awareness and assistance.

Benefits

Opportunity to work at the iconic Royalton New York property.
Be part of a team committed to MCR's standards of cleanliness, friendliness, and safety.
Collaborative work environment with clear communication and a can-do culture.
Role with clear success metrics and performance feedback from management.