Overnight Front Desk Agent at the Crosby Street Hotel

Job Description

Job Description

Are you passionate about providing exceptional customer experiences in a luxury setting? Firmdale Hotels invites you to become a key player in our highly successful team at Crosby Street Hotel, where elegance meets outstanding service.

Firmdale Hotels is a collection of award-winning, luxury boutique hotels and restaurants, renowned for their unique design and exceptional service. Each property offers a distinctively stylish experience, reflecting our commitment to excellence and innovation in hospitality.

Title: Overnight Front Desk Agent

Location: Crosby Street Hotel

Position Type: (FT/PT, Exempt/Non-exempt) Full Time, Non-Exempt

Reports To: Front Office Manager

The primary role of the Overnight Front Desk Agent is to provide exceptional service for every guest during the night shift while greeting, receiving, welcoming and registering guests, maintaining accounts and handling inquiries, undertaking cashiering and switchboard duties, and serving as the primary point of contact and hotel representative during overnight hours. Being an exceptional team player, this candidate would also possess excellent interpersonal skills, great attention to detail, sound independent judgment, and is driven by delivering inspirational service — even in the quiet hours when few others are on property.

MAIN DUTIES:

Guest Service

• Ensure all guests and patrons are warmly greeted upon entering and departing the hotel, at any hour
• Check-in/check-out hotel guests efficiently while extending the highest level of hospitality
• Communicate and appropriately action all complaints/queries, escalating to the Front Office Manager or Duty Manager when applicable, and use sound judgment to resolve issues independently when a manager is not on-site
• Respond to late-night guest requests (room changes, wake-up calls, transportation, local recommendations) with the same polish expected during the day

Reservations & Administration

• Cover reservations when required, including processing walk-ins, no-shows, and same-day changes
• Prepare and distribute daily arrival/departure reports and VIP notes for the incoming morning shift

Safety & Building Oversight

• Serve as the primary hotel contact overnight, monitoring the lobby, entrances, and common areas for guest and property safety
• Conduct periodic walk-throughs of public spaces during quiet hours

Communication & Confidentiality

• Maintain the correct confidentiality of hotel guest information and records
• Maintain a high level of communication between Front Office and all other departments, ensuring a seamless handover to the morning shift through detailed logs and pass-downs
• Answer and route switchboard calls promptly and professionally at all hours

What We Offer:

• Competitive salary
  • Compensation for this role is $25 -$27 per hour, commensurate on experience, plus $2 per hour night differential pay
• Generous paid time off for full and part time team members, including NY sick and safe leave, paid vacation days, and personal days
• Comprehensive medical, dental, and vision benefits, life insurance, and New York Secure Choice support for most team members
• Complimentary meals on shift
• Free uniform dry cleaning service
• Commuter transit benefits available Day 1
• Ongoing training and professional development, including annual education reimbursement program up to $3,000
• Social events throughout the year, including holiday parties, team member appreciation events, and more
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• Departmental and company-wide incentive programs
• And much more!!
  

Why join Firmdale Hotels?

Firmdale Hotels is an international, award winning group of 11 luxury hotels and 10 bars and restaurants in London and New York. World renowned for their unique interiors and exceptional service, the hotels are trailblazers in hospitality and design.

We are delighted to have been recognized by the hospitality and travel industries for the great work our teams have achieved. To name a few of our recent awards and accolades:

Crosby Street Hotel

• Three Michelin Keys, 2024, 2025
• Condé Nast Traveler 'Triple Crown', 2026
• Readers' Choice Awards, Condé Nast Traveller, 2024, 2025
• Top-Rated Tablet Hotels of All Time, 2025
• The Best Boutique Hotels in New York City, Travel + Leisure, 2024
• Certified LEED® GOLD by the U.S. Green Building Council and verified by the Green Building Certification Institute (GBCI)

Warren Street Hotel

• Two Michelin Keys, 2025
• The Hot List, Conde Nast Traveller, 2024
• The IT List, Travel + Leisure, 2024
• World's Greatest Places, TIME Magazine 2024
• The Best Boutique Hotels in New York City, Travel + Leisure, 2024
• Readers' Choice Awards, Condé Nast Traveller, 2025

The Whitby Hotel

• Three Michelin Keys, 2024, 2025
• Top-Rated Tablet Hotels of All Time, 2025
• Condé Nast Traveler 'Triple Crown', 2026
• Best Spots for Afternoon Tea in the US, Tasting Table, 2024, 2025
• Best Afternoon Teas in New York City, Vogue, 2024, 2025
• Readers' Choice Awards, Condé Nast Traveller, 2024, 2025

You can see a full list of our awards and accolades here: -accolades/

Join us at Crosby Street Hotel and be part of a team that values excellence, creativity, and a genuine passion for hospitality. Apply now to start your journey with Firmdale Hotels!

Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you need adjustments during the recruitment process.