Guest Service Agent

RECEPTION – Guest Service Agent

Coco’s at Colette | Private Members Club | Fifth Avenue, New York City

The Guest Service Agent at Coco’s is an experienced and highly collaborative individual that supports the daily leadership of refined service levels within a private members club environment. This role requires an individual who leads with professionalism, consistency, creativity, and a commitment to excellence in both execution and team collaboration.

The Guest Service Agent works closely with Front of House Management to deliver an elevated experience that reflects the discretion, sophistication, and hospitality standards of the company. The ideal candidate thrives in fast-paced luxury environments, understands the importance of culture and accountability, and takes pride in being part of strong, respectful teams.

Member Experience

• Welcome members and their guests with warmth, professionalism, and efficiency.
• Manage member check-in and guest registration for both Club and dining experiences.
• Recognize VIP members and returning guests while developing familiarity with member names and preferences.
• Respond promptly and professionally to member requests, inquiries, and service needs.
• Ensure every arrival and departure reflects the Club’s luxury hospitality standards.

Reception Operations

• Manage the Club’s private reception desk and daily front-of-house operations.
• Answer incoming phone calls and respond to member inquiries, and general club information.
• Assist with dining reservations while coordinating reservation requests with the Colette team.
• Maintain the presentation and organization of reception, coat check, menus, and other member-facing areas.
• Enforce Club policies, including dress code standards, with professionalism and discretion.

Member Administration & CRM

• Maintain accurate member profiles across SevenRooms, Nexudus, and other Club systems.
• Update member notes, preferences, and relevant daily information.
• Respond to member emails in a timely and professional manner.
• Distribute daily post-dining receipt emails and complete other administrative communication as assigned.
• Ensure CRM data remains accurate, current, and confidential.

Events & Programming

• Coordinate guest check-in for Club programming, private events, and member experiences.
• Manage event RSVPs and attendee registration.
• Coordinate vendor arrivals and deliveries with the Events team.
• Support smooth event execution by maintaining clear communication across departments.

Cross-Department Communication

• Serve as a communication hub between Guest Services, Membership, Food & Beverage, Events, Housekeeping, and reception teams.
• Communicate reservation updates, operational changes, and member requests accurately and efficiently.
• Coordinate office reservations and inquiries with the Colette team.

Operational Support

• Assist with reservation management and general member inquiries.
• Exercise sound judgment when resolving member concerns independently while recognizing when escalation is appropriate.
• Support operational excellence by identifying opportunities to improve efficiency and member satisfaction.

Systems & Technology

Experience with or the ability to quickly learn:

• SevenRooms
• Nexudus
• Kustomer
• Microsoft Outlook
• Microsoft Office Suite

Qualifications

• 2+ years of experience in luxury hospitality, private clubs, luxury hotels, fine dining, or guest relations.
• Strong verbal and written communication skills.
• Exceptional organizational and multitasking abilities.
• Comfortable working in a fast-paced, high-volume hospitality environment serving approximately 1,800 members and 100–250 guests per service.
• Professional appearance and polished demeanor.
• Ability to maintain confidentiality and discretion at all times.

The Ideal Candidate

• Discreet and trustworthy.
• Detail-oriented with exceptional organizational skills.
• Calm and composed under pressure.
• Confident making independent decisions while knowing when to escalate.
• A collaborative team player with a strong work ethic.
• Socially aware with the ability to read situations and adapt communication styles.
• An elegant and polished communicator who represents the Club with professionalism in every interaction.
• Passionate about creating exceptional member experiences through thoughtful, personalized service.

What We Value

At Coco’s at Colette, we value individuals who lead with integrity, operate with professionalism, and believe true hospitality is built through collaboration, consistency, and genuine care for both guests and team members. We are committed to creating an environment where excellence is the standard and where thoughtful leadership has a direct impact on the member experience