FLSD Concierge/Front Desk Guest Experience Agent Return Policy New York, NY Job Details Full-time $22 - $25 an hour 9 hours ago Qualifications Fire safety protocols implementation Customer support experience within hospitality industry Fire Safety Certification First Aid Certification Attention to detail Leadership Full Job Description Who We Are We're not your average hotel. We're a place where design, culture, and genuine human connection come together. Our guests don't just stay here — they experience it here. And the person who sets that tone from the very first hello? That's you. We're looking for someone who can seamlessly blend hospitality, operational excellence, concierge-level service, and safety leadership into one unforgettable guest experience. The Role You are the heartbeat of the lobby — part concierge, part host, part problem-solver, and part safety leader. This is not a "check them in and hand over a key card" kind of role. You are the face of the property from arrival to departure, ensuring every guest interaction feels thoughtful, personal, and effortless while maintaining the highest standards of fire life safety and operational readiness. What You'll Do Guest Experience & Front Desk Operations Every arrival and departure should feel like a conversation, not a transaction. You read the room, match the energy, and make every guest feel genuinely welcomed. Welcome guests with warmth, professionalism, and efficiency Manage check-ins and check-outs with accuracy and attention to detail Anticipate guest needs and personalize interactions whenever possible Maintain accurate guest profiles in Guesty PMS to ensure seamless return stays Verify guest identification and authenticate reservations in accordance with hotel policies Handle guest concerns and service recovery with confidence and empathy Concierge & Local Expertise You're plugged into the city — the hidden gems, the newest openings, and the experiences worth recommending. Provide curated recommendations for dining, nightlife, arts, entertainment, and local attractions Build and maintain relationships with local businesses and venues Assist guests with transportation, reservations, and personalized requests Promote and convert guests to direct bookings whenever possible Reservations, Stay Management & Return Policy You own the details so guests never have to think about them. From reservations to billing to return stays, you ensure every aspect of the guest journey is accurate, transparent, and handled with care. Manage bookings, modifications, extensions, and special requests through the PMS system Clearly communicate cancellation, refund, early departure, and Return Policy Stays guidelines Process rate adjustments and refunds according to company policy, escalating when necessary Recognize returning guests and ensure stay preferences are documented and honored Maintain accurate shift reports, notes, and daily logs Fire, Life Safety & Emergency Readiness You are the designated Fire Safety authority on property during your shift and are expected to lead with calm professionalism during emergencies. Hold active FDNY Fire Safety Director (FSD) and Fire & Life Safety Director (FLSD) certifications at time of hire — required with no exceptions Monitor the Fire Command Station and maintain all required safety logs Respond to emergencies and direct evacuations or emergency procedures when necessary Maintain a calm, professional presence during incidents and emergencies Hold a current First Aid certification (or willingness to obtain upon hire) What You Bring A genuine passion for hospitality and guest service A strong knowledge of New York City and local culture 1-2 years of front desk, concierge, or guest-facing hospitality experience Luxury, boutique, or lifestyle hotel experience strongly preferred Active FDNY FSD and FLSD certifications required at time of hire Excellent communication and problem-solving skills Ability to remain composed and professional in fast-paced environments Flexibility to work evenings, weekends, overnights and holidays Compensation $22.00 - $25.00 per hour, plus tips, based on experience, certifications, and qualifications A Day in the Life You arrive, review the shift log, and receive a clean handoff from the previous team. You check arrivals, VIP notes, special requests, and safety logs before ensuring the lobby and front desk are fully guest-ready. Mornings revolve around departures, billing, transportation coordination, and setting guests up for a great day in the city. As check-ins begin, the energy shifts. You're assigning rooms, accommodating requests, troubleshooting issues before they escalate, and making every interaction feel effortless — even during peak lobby flow. Throughout the shift, you monitor the Fire Command Station, maintain compliance logs, and stay prepared to respond when needed.

Pay:

$22.00 - $25.00 per hour

Work Location:

In person