Guest Service Agent

Hotel Name: M Social SunnyvaleLocation: Onsite - Sunnyvale, CASalary Range: $26.00 HourlyJoin the Team at M Social SunnyvaleAt M Social Sunnyvale, we don't just welcome guests—we create moments, spark connections, and bring energy to every interaction. Designed for the young at heart, M Social delivers a bold and vibrant hospitality experience.About M Social SunnyvaleAs the first ground-up M Social in the U.S., this innovative property features 263 rooms, a dynamic courtyard, and the signature Beast & Butterflies social hub. Located in Silicon Valley, the hotel blends technology, design, and social connectivity to create a unique guest experience.As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach."At Millennium, we are guided by our core values:Passion for Hospitality - Delivering meaningful and memorable guest experiencesEntrepreneurial - Taking ownership and acting with agilityInnovation & Progressive - Continuously improving how we operate and serveSolutions & Results Oriented - Staying adaptable and focused on resultsThese values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.About the Role: As our Guest Services Agent, you will be the first point of contact for our guests, creating memorable first and lasting impressions from arrival through departure. You will provide personalized service while managing check-ins, check-outs, guest requests, and inquiries with professionalism, efficiency, and genuine hospitality.This role is ideal for someone who enjoys connecting with people, thrives in a fast-paced environment, and is passionate about delivering exceptional guest experiences.Your Impact - Guest ExperienceYou will help shape every guest's stay by delivering seamless service, anticipating guest needs, and resolving concerns with a solutions-oriented approach. Your professionalism, positive attitude, and commitment to hospitality will directly contribute to guest satisfaction and loyalty.What You'll Be DoingFront Desk OperationsWelcome guests with a warm, friendly, and professional demeanorComplete guest check-in and check-out procedures accurately and efficientlyProcess reservations, room assignments, upgrades, and room changesHandle guest billing, payments, cash transactions, and account reconciliationAnswer incoming calls and respond to guest inquiries promptlyGuest ServiceAnticipate guest needs and provide personalized service throughout each stayRespond promptly to guest requests, concerns, and service recovery situationsProvide information about hotel amenities, dining, local attractions, transportation, and hotel servicesCoordinate special requests, VIP arrivals, and guest preferencesMaintain guest confidentiality and professionalism at all timesAdministrative ResponsibilitiesMaintain accurate guest records using the hotel Property Management System (PMS)Process reservations, modifications, and cancellationsPrepare shift reports and communicate operational updates during shift transitionsMaintain organized workstations and front desk areasEnsure accurate cash handling and payment processingTeam CollaborationWork closely with Housekeeping, Engineering, Food & Beverage, Sales, and Security teamsCommunicate room status updates and operational prioritiesSupport group arrivals, special events, and VIP experiencesAssist teammates during busy periods to ensure seamless guest serviceSafety & ComplianceFollow hotel policies, procedures, and brand service standardsMaintain compliance with cash handling procedures and PCI data security standardsSupport hotel emergency procedures and safety protocolsReport maintenance concerns, safety issues, or guest incidents promptly RequirementsPassion for hospitality and creating memorable guest experiencesOutstanding communication and interpersonal skillsProfessional appearance and positive attitudeExcellent organizational and multitasking abilitiesStrong problem-solving and conflict resolution skillsFlexibility to work mornings, evenings, overnight shifts, weekends, holidays, and varying schedulesTechnical / Role-Specific RequirementsPrevious hotel, hospitality, customer service, or Front Desk experience preferredExperience using a hotel Property Management System (Opera Cloud preferred or similar PMS)Basic computer proficiency, including Microsoft OfficeAbility to accurately handle cash, credit card transactions, and guest billingStrong verbal and written communication skillsPreferred QualificationsPrevious experience in a lifestyle, full-service, or luxury hotel preferredKnowledge of hotel operations and guest service standardsExperience with upselling rooms and hotel amenities is a plusBilingual abilities are highly desirablePhysical RequirementsAbility to stand and walk for extended periods throughout the shiftOccasionally lift, carry, or move up to 25 poundsAbility to work at a computer and use office equipment throughout the shiftComfortable working in a fast-paced, guest-facing environmentEducationHigh school diploma or equivalent requiredHospitality, Business, or related coursework is a plusEquivalent combination of education and relevant experience will be consideredBenefitsAt Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:Medical, Dental & Vision Insurance Company-paid Life and AD&D Insurance Short-Term and Long-Term Disability Coverage 401(k) Retirement Plan with Company Match (where applicable) Paid Time Off & Paid Holidays Hotel Room Discounts across our global portfolio Employee Assistance Program (EAP)Benefits eligibility and offerings are subject to plan terms and company policy. Why Join UsAt Millennium Hotels & Resorts, you're not just taking on a role—you're joining a global organization committed to people, performance, and growth.Whether you're supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results.If you're looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.