Front Desk Agent

Front Desk Agent

Casa Cipriani New York, a private members club and luxury hotel located within the historic Battery Maritime Building, is seeking a polished and service-driven Front Desk Agent to join our Front Office team.

As the first point of contact for our guests and members, this role is responsible for delivering a highly personalized and seamless arrival and departure experience. The Front Desk Agent serves as a key ambassador of the Casa Cipriani brand, ensuring each interaction reflects our commitment to elegance, discretion, and attention to detail, in alignment with our Four Pillars: Culture, Authenticity, Simplicity, and Elegance.

Essential Functions & Responsibilities

Guest & Member Experience

• Deliver a warm, refined, and personalized arrival and departure experience, recognizing returning guests and members and anticipating individual preferences
• Serve as a knowledgeable and gracious point of contact, providing tailored information regarding hotel services, club offerings, and local experiences
• Build rapport with guests and members to foster loyalty and create memorable, individualized experiences
• Maintain the highest level of discretion and confidentiality when handling guest and member information

Front Office Operations

• Execute all check-in and check-out procedures with precision, ensuring accuracy of guest profiles, billing, and reservations
• Manage reservations, modifications, and cancellations while maintaining real-time room availability and system integrity
• Process payments and billing with a high degree of accuracy and accountability
• Utilize systems such as Opera Cloud, SevenRooms, and related platforms to manage reservations and guest preferences
• Maintain a polished, organized, and guest-ready front desk environment reflective of Casa Cipriani's luxury standards

Service Recovery & Problem Resolution

• Take full ownership of guest concerns, ensuring timely resolution with a focus on thoughtful service recovery and exceeding expectations
• Exercise sound judgment and professionalism when addressing complex or sensitive situations

Collaboration & Communication

• Coordinate closely with Guest Services (Bell), Housekeeping, Food & Beverage, and Membership teams to ensure a seamless guest experience across all touchpoints
• Communicate guest preferences, arrivals, and special requests clearly to relevant departments
• Reinforce company standards, policies, and procedures while contributing to a positive and collaborative team environment

Qualifications & Skills

• High school diploma or equivalent required; hospitality or related field preferred
• Previous experience in a luxury hotel, private club, or high-end hospitality environment strongly preferred
• Proficiency in hotel systems (Opera Cloud preferred; experience with SevenRooms or similar platforms a plus)
• Exceptional verbal and written communication skills
• Polished, professional presence with a strong focus on detail and guest engagement
• Strong organizational and multitasking abilities in a fast-paced environment
• Ability to remain composed, professional, and solution-oriented under pressure
• Fluency in multiple languages is a plus
• Flexible availability, including evenings, weekends, and holidays

Physical Requirements

• Ability to stand or sit for extended periods
• Ability to perform effectively in a fast-paced, guest-facing environment

Service Expectations

• Deliver intuitive, personalized service that reflects Casa Cipriani's luxury standards
• Embody the Four PillarsCulture, Authenticity, Simplicity, and Elegancein all interactions
• Act as a brand ambassador, representing Casa Cipriani with professionalism, warmth, and attention to detail
• Maintain discretion, integrity, and accountability in all responsibilities