Front Desk Agent

Front Desk Agent

POSITION PURPOSE

Casa Cipriani New York, a private members club and luxury hotel located within the historic Battery Maritime Building, is seeking a polished and service-driven Front Desk Agent to join our Front Office team.

As the first point of contact for our guests and members, this role is responsible for delivering a highly personalized and seamless arrival and departure experience. The Front Desk Agent serves as a key ambassador of the Casa Cipriani brand, ensuring each interaction reflects our commitment to elegance, discretion, and attention to detail, in alignment with our Four Pillars: Culture, Authenticity, Simplicity, and Elegance.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

Guest & Member Experience

• Deliver a warm, refined, and personalized arrival and departure experience, recognizing returning guests and members and anticipating individual preferences 
• Serve as a knowledgeable and gracious point of contact, providing tailored information regarding hotel services, club offerings, and local experiences 
• Build rapport with guests and members to foster loyalty and create memorable, individualized experiences 
• Maintain the highest level of discretion and confidentiality when handling guest and member information 

Front Office Operations

• Execute all check-in and check-out procedures with precision, ensuring accuracy of guest profiles, billing, and reservations 
• Manage reservations, modifications, and cancellations while maintaining real-time room availability and system integrity 
• Process payments and billing with a high degree of accuracy and accountability 
• Utilize systems such as Opera Cloud, SevenRooms, and related platforms to manage reservations and guest preferences 
• Maintain a polished, organized, and guest-ready front desk environment reflective of Casa Cipriani’s luxury standards 

Service Recovery & Problem Resolution

• Take full ownership of guest concerns, ensuring timely resolution with a focus on thoughtful service recovery and exceeding expectations 
• Exercise sound judgment and professionalism when addressing complex or sensitive situations 

Collaboration & Communication

• Coordinate closely with Guest Services (Bell), Housekeeping, Food & Beverage, and Membership teams to ensure a seamless guest experience across all touchpoints 
• Communicate guest preferences, arrivals, and special requests clearly to relevant departments 
• Reinforce company standards, policies, and procedures while contributing to a positive and collaborative team environment 

QUALIFICATIONS & SKILLS

• High school diploma or equivalent required; hospitality or related field preferred 
• Previous experience in a luxury hotel, private club, or high-end hospitality environment strongly preferred 
• Proficiency in hotel systems (Opera Cloud preferred; experience with SevenRooms or similar platforms a plus) 
• Exceptional verbal and written communication skills 
• Polished, professional presence with a strong focus on detail and guest engagement 
• Strong organizational and multitasking abilities in a fast-paced environment 
• Ability to remain composed, professional, and solution-oriented under pressure 
• Fluency in multiple languages is a plus 
• Flexible availability, including evenings, weekends, and holidays 

PHYSICAL REQUIREMENTS

• Ability to stand or sit for extended periods 
• Ability to perform effectively in a fast-paced, guest-facing environment 

SERVICE EXPECTATIONS

• Deliver intuitive, personalized service that reflects Casa Cipriani’s luxury standards 
• Embody the Four Pillars—Culture, Authenticity, Simplicity, and Elegance—in all interactions 
• Act as a brand ambassador, representing Casa Cipriani with professionalism, warmth, and attention to detail 
• Maintain discretion, integrity, and accountability in all responsibilities

INTENT AND FUNCTION OF JOB DESCRIPTIONS

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.