Job Description

Position: Guest Service Agent

At the DoubleTree by Hilton New York – LaGuardia Airport, first impressions matter - and often, the first impression a guest has of us is over the phone. We're looking for a PBX Operator/Guest Service Agent who can deliver warm, accurate, and efficient service with every call, ensuring every guest can hear the smile in your voice.

If you're detail-oriented, love connecting with people, and take pride in being the calm, knowledgeable voice guests can count on, we'd love to meet you.

About the Role

As our PBX Operator/Guest Service Agent, you'll be a key point of contact for guests and callers alike - managing incoming calls, providing accurate information, and supporting the smooth flow of communication throughout the hotel. Precision, courtesy, and a genuine "smile in your voice" are what set our team apart.

What You'll Do

• Answer telephone inquiries and provide accurate, up-to-date information in a courteous and timely manner
• Operate the switchboard with precision, ensuring all calls are answered within 3 rings
• Answer and transfer calls in accordance with hotel standards; send and receive faxes
• Log and process wake-up calls, ensuring all are run through the call accounting system
• Log and inform guests of incoming packages
• Ensure guest needs and requests are completed in a timely manner, following through on any issues or discrepancies
• Maintain a warm, professional tone and composure when addressing guests and fellow Associates
• Use guests' names throughout interactions
• Maintain working knowledge of all hotel functions and services
• Complete daily shift checklist, reports, records, and logs as required
• Verify daily rate and availability
• Restock and organize work areas as needed
• Attend all mandatory meetings and hotel functions
• Comply with all company standards and policies as outlined in the Employee Handbook
• Other duties as required

What We're Looking For

• 1–2 years of customer service experience; hotel setting strongly preferred
• Strong written and verbal communication skills
• A courteous, composed demeanor - even during high call volume
• High School Diploma or GED; 2 years of related experience/training, or an equivalent combination of education and experience
• Previous hotel experience preferred, but not required
• Comfort working with hotel systems (PEP PMS experience a plus)
• Ability to lift up to 50 lbs. and remain standing for extended periods
• Availability for flexible scheduling, including evenings, weekends, and holidays

At Palette Hotels, we are dedicated to creating and sustaining meaningful hospitality careers for our associates. We support our associates with highly competitive salaries, outstanding health, benefits, extensive training and development programs, promotion within the organization, and a positive team-based culture where people make the difference.

Palette Hotels, is an equal opportunity employer with policies prohibiting unlawful discrimination on the basis of any protected classification under applicable local, state and/or federal laws, which can include race, color, creed, sex, national origin, age, veteran status or physical or mental disability unrelated to job requirements.

Palette Hotels policies also provide for a drug-free workplace, where the use, possession, or influence of illegal drugs or alcohol while on company time is generally prohibited. An employee's use (or abuse) of legally prescribed medication may also implicate company policy, where it impairs judgment or work performance or otherwise creates workplace safety risks.

Palette participates in E-Verify to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the Everify website.