Guest Service Agent

Join the Team at M Social Sunnyvale

Hotel Name: M Social Sunnyvale

Location:

Onsite - Sunnyvale, CA
Salary Range: $26.00 Hourly

As 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.

• Passion for Hospitality
  - Delivering meaningful and memorable guest experiences
• Entrepreneurial
  - Taking ownership and acting with agility
• Innovation & Progressive
  - Continuously improving how we operate and serve
• Solutions & Results Oriented
  - Staying adaptable and focused on results

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.

You 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.

• Welcome guests with a warm, friendly, and professional demeanor
• Complete guest check-in and check-out procedures accurately and efficiently
• Process reservations, room assignments, upgrades, and room changes
• Handle guest billing, payments, cash transactions, and account reconciliation
• Answer incoming calls and respond to guest inquiries promptly

• Anticipate guest needs and provide personalized service throughout each stay
• Respond promptly to guest requests, concerns, and service recovery situations
• Provide information about hotel amenities, dining, local attractions, transportation, and hotel services
• Coordinate special requests, VIP arrivals, and guest preferences
• Maintain guest confidentiality and professionalism at all times

• Maintain accurate guest records using the hotel Property Management System (PMS)
• Process reservations, modifications, and cancellations
• Prepare shift reports and communicate operational updates during shift transitions
• Maintain organized workstations and front desk areas
• Ensure accurate cash handling and payment processing

• Work closely with Housekeeping, Engineering, Food & Beverage, Sales, and Security teams
• Communicate room status updates and operational priorities
• Support group arrivals, special events, and VIP experiences
• Assist teammates during busy periods to ensure seamless guest service

• Follow hotel policies, procedures, and brand service standards
• Maintain compliance with cash handling procedures and PCI data security standards
• Support hotel emergency procedures and safety protocols
• Report maintenance concerns, safety issues, or guest incidents promptly

• Passion for hospitality and creating memorable guest experiences
• Outstanding communication and interpersonal skills
• Professional appearance and positive attitude
• Excellent organizational and multitasking abilities
• Strong problem-solving and conflict resolution skills
• Flexibility to work mornings, evenings, overnight shifts, weekends, holidays, and varying schedules

• Previous hotel, hospitality, customer service, or Front Desk experience preferred
• Experience using a hotel Property Management System (Opera Cloud preferred or similar PMS)
• Basic computer proficiency, including Microsoft Office
• Ability to accurately handle cash, credit card transactions, and guest billing
• Strong verbal and written communication skills

• Previous experience in a lifestyle, full-service, or luxury hotel preferred
• Knowledge of hotel operations and guest service…