Guest Service Agent

Guest Service Agent (Front Desk Agent)

The Fifth Avenue Hotel, an award-winning luxury destination, is seeking a Guest Service Agent (Front Desk Agent) to join our team. Located in the heart of Manhattan, our hotel is a vibrant oasis featuring 149 beautifully appointed guest rooms, where exceptional service, striking design, distinctive cuisine, and immersive cultural experiences come together to create an unforgettable guest journey.

At The Fifth, we invite our guests to experience the hotel as a flneur—where every interaction is intentional, every detail tells a story, and every stay inspires discovery.

Position Overview

As a Guest Service Agent, you will be the first and last point of contact for our guests, setting the tone for an exceptional stay. You will deliver warm, personalized, and efficient service throughout the arrival and departure experience while ensuring all guest interactions reflect the highest standards of luxury hospitality.

Key Responsibilities

Guest Arrival & Departure

• Warmly welcome guests upon arrival, completing check-in and check-out processes with efficiency and professionalism
• Anticipate guest needs and ensure a seamless and memorable first and last impression

Guest Engagement & Service Excellence

• Provide personalized service that reflects The Fifth Avenue Hotel’s luxury standards
• Engage guests with genuine hospitality, creating a welcoming and refined atmosphere

Reservations & Room Management

• Manage room assignments, upgrades, and special requests with attention to detail
• Maintain accurate guest profiles, preferences, and billing information

Guest Communication

• Respond to guest inquiries in person, via phone, and through digital platforms with clarity and professionalism
• Provide information about hotel amenities, services, and local experiences

Problem Resolution

• Address guest concerns promptly and effectively, taking ownership to ensure resolution
• Collaborate with other departments to deliver timely solutions and exceed expectations

Collaboration

• Partner with Concierge, Housekeeping, Engineering, and Food & Beverage teams to ensure seamless service delivery
• Communicate guest preferences and special requests to relevant departments

Cash Handling & Administrative Duties

• Process payments, maintain accurate records, and follow all cash handling procedures
• Ensure compliance with hotel policies, procedures, and standards

Safety & Standards

• Adhere to all safety and security protocols
• Maintain a clean, organized, and professional front desk environment

Qualifications

• High school diploma or equivalent required
• Previous front desk or customer service experience required; luxury hospitality experience strongly preferred
• Exceptional communication and interpersonal skills
• Strong attention to detail and organizational abilities
• Ability to multitask and remain composed in a fast-paced environment
• Proficiency with hotel systems and basic computer skills preferred

Work Environment

• Flexible schedule required, including weekends, holidays, and varied shifts
• Role requires extended periods of standing and active guest interaction

Why Join Us?

The Fifth Avenue Hotel is more than a workplace—it is a destination where culture, creativity, and hospitality come together. As part of our award-winning team, you will play a key role in shaping extraordinary guest experiences in one of New York City’s most distinctive luxury hotels.