Front Desk Agent

Crosby Hotel LLC is part of a celebrated hotel group known for exceptional service and standout guest experiences across multiple New York City properties. As a Front Desk Agent (onsite in New York, NY), you will be at the center of the arrival and departure journey, supporting guests with efficient check-in and check-out, accurate account handling, and thoughtful communication with the front office and other hotel departments.

What you’ll bring to the guest experience: a calm, detail-focused approach, strong communication, and the confidence to handle guest information and payments with care. The role also supports daily operational accuracy, including reservation audits, filings, and shift handovers according to hotel standards.

Responsibilities

• Greet guests and patrons warmly upon entering and departing the hotel
• Deliver consistent hospitality by welcoming guests and completing check-in efficiently
• Allocate accommodations correctly, with special attention to VIP clients, using all relevant guest information
• Maintain strict confidentiality of guest information and records
• Assist guests with luggage to their rooms politely and efficiently
• Complete a daily in-house guest reservation and correspondence audit
• Support a smooth, efficient checkout while maintaining friendliness
• Resolve guest complaints or queries according to Firmdale standards
• Handle hotel credit procedures discreetly and tactfully
• Maintain clear communication with the Assistant Front Office Manager (AFOM) and Front Office Manager (FOM), plus coordination between front of house and other departments
• Complete filing and accurately record reservations taken at the front desk
• Follow all handover procedures at the end of each shift
• Ensure charges are posted accurately and billed correctly to guests and function accounts
• Count assigned bank at the start and end of every shift, rectifying any issues
• Secure cash, property, and valuables within the reception area; adhere to the hotel security policy
• Balance accounts with credit card machines and ensure allowances are supported with correct backup
• Transfer accounts to sales recording with accurate information and proper documentation
• Maintain a clean and organized workplace
• Promote other Firmdale hotels and restaurants
• Demonstrate Firmdale Core Values, including Attention to Detail, Enthusiasm, Passion, Relationships, and Resilience
• Perform other reasonable duties that support smooth property operations

Requirements

• Ability to stand for a complete 8-hour shift, 5 days a week
• Ability to read, review, enter, and retrieve information from computer and hard copies, including internal documents, guest identification documents, and internal memos
• Ability to use a computer keyboard and mouse and telephone system
• Strong written and verbal communication; ability to document activities using required systems
• Flexible schedule availability, including days, evenings, nights, weekends, and holidays
• High school diploma, hospitality training or certification, and a 2- or 4-year degree preferred (hospitality degrees are a plus)
• Previous reception or customer service experience, preferably within a 4- or 5-star hotel
• Excellent spoken and written English
• Professional telephone etiquette
• Ability to remain calm under pressure
• Work experience requiring a high level of attention to detail

Salary and Location

USD 23 - 25 per hour (onsite), based in New York, NY.

Benefits

• 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
• Commuter transit benefits available Day 1
• Ongoing training and professional development, including an annual education reimbursement program up to $3,000
• Social events throughout the year, including holiday parties and team member appreciation events
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• Departmental and company-wide incentive programs
• And much more!!

Technologies

• Computer
• Computer keyboard
• Mouse
• Telephone system
• Credit card machines

About the Crosby Hotel LLC Property Group

Crosby Street Hotel: Three Michelin Keys (2024, 2025), Condé Nast Traveler “Triple Crown” (2026), and more awards including Readers’ Choice Awards (Condé Nast Traveller, 2024, 2025).

Warren Street Hotel: Two Michelin Keys (2025) and recognition including The Hot List (Conde Nast Traveller, 2024).

The Whitby Hotel: Three Michelin Keys (2024, 2025) and Condé Nast Traveler “Triple Crown” (2026).