Guest Service Agent - AC Hotel New York Downtown, NY

Position: Guest Service Agent

Essential Duties and Responsibilities

As a Guest Service Agent, you will provide exceptional service to guests throughout their stay. You will be responsible for assisting guests with check-in, check-out, and addressing their needs to ensure a positive and memorable experience. As one of the first points of contact for our guests, you play a key role in creating a welcoming atmosphere and delivering outstanding hospitality. Guest Service Agents are expected to perform the following responsibilities with professionalism, accuracy, and the highest standards of customer service:

• Act in accordance with all security and emergency procedures and manage the instigation of these, as required


• Ensure that all Guest complaints managed, recorded, and resolved promptly


• Support the Night Auditor with all Front Desk and accounting related duties


• Produce nightly reports, as required


• Inform Departments of special requests, early/late departures, room changes and other Guest requests


• Maintain good communication and work relationships in all hotel areas


• Act in accordance with fire, health and safety regulations and follow the correct procedures when required


• Deliver attentive, courteous, and efficient service to all guests during check‑in, throughout their stay, and at checkout, while upholding the highest standards of service and hospitality.


• Accurately process guest charges, collect payments, and adhere to all cash-handling standards in accordance with established SOPs


• Manage guest mail, calls, and messages with the utmost respect for privacy and a high level of professionalism

Serve your role and Team in an environmentally-conscience manner.

Required Skills and Requisites

Job Requirements

Guest Service Agents are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behavior's, skills, and values that follow:

• Positive attitude and good communication skills


• Commitment to delivering a high level of customer service


• Flexibility to respond to a range of different work situations


• Flexible work schedule Day Shift, Night Shift, Weekends, and Holidays

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• 2yrs Front Desk experience


• Knowledge of the hospitality industry


• High level of IT Proficiency

Palette Hotels, we are dedicated to creating and sustaining meaningful hospitality careers for our associates. We support our associates with highly competitive salaries, outstanding health benefits, extensive training and development programs, promotion from within the organization, and a positive team-based culture where people make the difference.

Palette Hotels is an equal opportunity employer with policies prohibiting unlawful discrimination on the basis of any protected classification under applicable local, state and/or federal laws, which can include race, color, creed, sex, national origin, age, veteran status or physical or mental disability unrelated to job requirements.

Palette Hotels policies also provide for a drug-free workplace, where the use, possession, or influence of illegal drugs or alcohol while on company time is generally prohibited. An employee's use (or abuse) of legally prescribed medication may also implicate company policy, where it impairs judgment or work performance or otherwise creates workplace safety risks.

Palette participates in E-Verify to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the Everify website.