Guest Services Agent at the Warren Street Hotel

At Firmdale Hotels, we believe every guest interaction creates an opportunity to deliver exceptional hospitality. We are seeking a warm, polished, and service-driven Guest Services Agent to join our Concierge team at Warren Street Hotel.

This position is ideal for someone who enjoys engaging with guests, thrives in a fast-paced luxury environment, and takes pride in creating memorable experiences from arrival through departure.

As a Guest Services Agent, you will:

• →Welcome guests with genuine warmth and professionalism.
• →Manage guest check-in and check-out while ensuring billing accuracy as needed.
• →Assist guests with luggage and escort them to their guestrooms.
• →Provide personalized recommendations for dining, entertainment, transportation, and local attractions.
• →Coordinate restaurant reservations, transportation, and other guest requests.
• →Answer incoming telephone calls and respond promptly to guest inquiries.
• →Promote hotel amenities, services, and Firmdale Hotels properties.
• →Maintain accurate guest information and reservation records.
• →Work collaboratively with the Front Desk, Concierge, Housekeeping, Valet, and other hotel departments to deliver seamless service.
• →Create memorable guest experiences through thoughtful, personalized hospitality.

• Previous experience in luxury hospitality, Front Desk, Guest Services, Bell Services, or Concierge preferred.
• Outstanding communication and interpersonal skills.
• A polished, professional appearance and positive attitude.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Passion for delivering personalized luxury service.
• Knowledge of New York City dining, attractions, shopping, and transportation is highly desirable.
• Ability to lift and transport guest luggage (up to 50 pounds).
• Flexible availability, including weekends and holidays.

Experience with the following systems is preferred:

• OPERA Property Management System (PMS)
• ALICE Guest Services Platform
• Valet Manager
• Sharry App
• OpenTable
• Resy
• SevenRooms
• Microsoft Outlook and Microsoft Office Suite