Guest Service Agent

Job Description

Job Description

Hotel Name: M Social Sunnyvale
Location: Onsite – Sunnyvale, CA
Salary Range: $26.00 Hourly

Join the Team at M Social Sunnyvale

At M Social Sunnyvale , we don’t just welcome guests—we create moments, spark connections, and bring energy to every interaction. Designed for the young at heart , M Social delivers a bold and vibrant hospitality experience.

About M Social Sunnyvale

As the first ground-up M Social in the U.S., this innovative property features 263 rooms, a dynamic courtyard, and the signature Beast & Butterflies social hub. Located in Silicon Valley, the hotel blends technology, design, and social connectivity to create a unique guest experience.

As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach."

At Millennium, we are guided by our core values:

• Passion for Hospitality – Delivering meaningful and memorable guest experiences
• Entrepreneurial – Taking ownership and acting with agility
• Innovation & Progressive – Continuously improving how we operate and serve
• Solutions & Results Oriented – Staying adaptable and focused on results

These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.

About the Role:

As our Guest Services Agent , you will be the first point of contact for our guests, creating memorable first and lasting impressions from arrival through departure. You will provide personalized service while managing check-ins, check-outs, guest requests, and inquiries with professionalism, efficiency, and genuine hospitality.

This role is ideal for someone who enjoys connecting with people, thrives in a fast-paced environment, and is passionate about delivering exceptional guest experiences.

Your Impact – Guest Experience

You will help shape every guest's stay by delivering seamless service, anticipating guest needs, and resolving concerns with a solutions-oriented approach. Your professionalism, positive attitude, and commitment to hospitality will directly contribute to guest satisfaction and loyalty.

What You'll Be Doing

Front Desk Operations

• Welcome guests with a warm, friendly, and professional demeanor
• Complete guest check-in and check-out procedures accurately and efficiently
• Process reservations, room assignments, upgrades, and room changes
• Handle guest billing, payments, cash transactions, and account reconciliation
• Answer incoming calls and respond to guest inquiries promptly

Guest Service

• Anticipate guest needs and provide personalized service throughout each stay
• Respond promptly to guest requests, concerns, and service recovery situations
• Provide information about hotel amenities, dining, local attractions, transportation, and hotel services
• Coordinate special requests, VIP arrivals, and guest preferences
• Maintain guest confidentiality and professionalism at all times

Administrative Responsibilities

• Maintain accurate guest records using the hotel Property Management System (PMS)
• Process reservations, modifications, and cancellations
• Prepare shift reports and communicate operational updates during shift transitions
• Maintain organized workstations and front desk areas
• Ensure accurate cash handling and payment processing

Team Collaboration

• Work closely with Housekeeping, Engineering, Food & Beverage, Sales, and Security teams
• Communicate room status updates and operational priorities
• Support group arrivals, special events, and VIP experiences
• Assist teammates during busy periods to ensure seamless guest service

Safety & Compliance

• Follow hotel policies, procedures, and brand service standards
• Maintain compliance with cash handling procedures and PCI data security standards
• Support hotel emergency procedures and safety protocols
• Report maintenance concerns, safety issues, or guest incidents promptly

Requirements

• Passion for hospitality and creating memorable guest experiences
• Outstanding communication and interpersonal skills
• Professional appearance and positive attitude
• Excellent organizational and multitasking abilities
• Strong problem-solving and conflict resolution skills
• Flexibility to work mornings, evenings, overnight shifts, weekends, holidays, and varying schedules

Technical / Role-Specific Requirements

• Previous hotel, hospitality, customer service, or Front Desk experience preferred
• Experience using a hotel Property Management System (Opera Cloud preferred or similar PMS)
• Basic computer proficiency, including Microsoft Office
• Ability to accurately handle cash, credit card transactions, and guest billing
• Strong verbal and written communication skills

Preferred Qualifications

• Previous experience in a lifestyle, full-service, or luxury hotel preferred
• Knowledge of hotel operations and guest service standards
• Experience with upselling rooms and hotel amenities is a plus
• Bilingual abilities are highly desirable

Physical Requirements

• Ability to stand and walk for extended periods throughout the shift
• Occasionally lift, carry, or move up to 25 pounds
• Ability to work at a computer and use office equipment throughout the shift
• Comfortable working in a fast-paced, guest-facing environment

Education

• High school diploma or equivalent required
• Hospitality, Business, or related coursework is a plus
• Equivalent combination of education and relevant experience will be considered

Benefits

At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:

• Medical, Dental & Vision Insurance
• Company-paid Life and AD&D Insurance
• Short-Term and Long-Term Disability Coverage
• 401(k) Retirement Plan with Company Match (where applicable)
• Paid Time Off & Paid Holidays
• Hotel Room Discounts across our global portfolio
• Employee Assistance Program (EAP)

Benefits eligibility and offerings are subject to plan terms and company policy.

Why Join Us

At Millennium Hotels & Resorts, you’re not just taking on a role—you’re joining a global organization committed to people, performance, and growth.

Whether you’re supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results.
If you’re looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.