Guest Services Agent at the Warren 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 the Warren 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: Guest Services Agent

Location: Warren Street Hotel

Position Type: Full Time, Non-Exempt

Reports To: Head Concierge

At Firmdale Hotels, we believe every guest interaction creates an opportunity to deliver exceptional hospitality. We are seeking a warm, polished, and service-driven Guest Services Agent to join our Concierge team at Warren Street Hotel.

This position is ideal for someone who enjoys engaging with guests, thrives in a fast-paced luxury environment, and takes pride in creating memorable experiences from arrival through departure.

What You'll Do

As a Guest Services Agent, you will:

• Welcome guests with genuine warmth and professionalism.
• Manage guest check-in and check-out while ensuring billing accuracy as needed.
• Assist guests with luggage and escort them to their guestrooms.
• Provide personalized recommendations for dining, entertainment, transportation, and local attractions.
• Coordinate restaurant reservations, transportation, and other guest requests.
• Answer incoming telephone calls and respond promptly to guest inquiries.
• Promote hotel amenities, services, and Firmdale Hotels properties.
• Maintain accurate guest information and reservation records.
• Work collaboratively with the Front Desk, Concierge, Housekeeping, Valet, and other hotel departments to deliver seamless service.
• Create memorable guest experiences through thoughtful, personalized hospitality.

What We're Looking For

• Previous experience in luxury hospitality, Front Desk, Guest Services, Bell Services, or Concierge preferred.
• Outstanding communication and interpersonal skills.
• A polished, professional appearance and positive attitude.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Passion for delivering personalized luxury service.
• Knowledge of New York City dining, attractions, shopping, and transportation is highly desirable.
• Ability to lift and transport guest luggage (up to 50 pounds).
• Flexible availability, including weekends and holidays.

Technical Skills

Experience with the following systems is preferred:

• OPERA Property Management System (PMS)
• ALICE Guest Services Platform
• Valet Manager
• Sharry App
• OpenTable
• Resy
• SevenRooms
• Microsoft Outlook and Microsoft Office Suite

What We Offer:

• Competitive salary
• 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 the Warren 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.