# Guest Service Agent **Company:** [Millennium Hotels and Resorts](http://jobs.workable.com/companies/44qrjFFDqVPMCFanufiQ7j.md) **Location:** Sunnyvale, United States **Workplace:** on site **Employment type:** Full-time **Department:** M Social Sunnyvale [Apply for this job](http://jobs.workable.com/view/220a7402-f80b-44ca-99ac-19be32ef5471) ## Description ![](https://workablehr.s3.amazonaws.com/uploads/photos/700167/224a079236d2cf211d733069fadb2bc1.png) ![](https://workablehr.s3.amazonaws.com/uploads/photos/700167/d105ff56c2de27b03803749fd6c03f9a.jpg) **Hotel Name:** M Social Sunnyvale **Location:** Onsite – Sunnyvale, CA **Salary Range:** $26.00 Hourly ### **Join the Team at M Social Sunnyvale** At **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 Sunnyvale** 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." At Millennium, we are guided by our core values: - **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 These 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 Experience** 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. **What You'll Be Doing** **Front Desk Operations** - 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 **Guest Service** - 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 **Administrative Responsibilities** - 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 **Team Collaboration** - 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 **Safety & Compliance** - 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 ## Requirements - 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 **Technical / Role-Specific Requirements** - 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 **Preferred Qualifications** - Previous experience in a lifestyle, full-service, or luxury hotel preferred - Knowledge of hotel operations and guest service standards - Experience with upselling rooms and hotel amenities is a plus - Bilingual abilities are highly desirable **Physical Requirements** - Ability to stand and walk for extended periods throughout the shift - Occasionally lift, carry, or move up to 25 pounds - Ability to work at a computer and use office equipment throughout the shift - Comfortable working in a fast-paced, guest-facing environment **Education** - High school diploma or equivalent required - Hospitality, Business, or related coursework is a plus - Equivalent combination of education and relevant experience will be considered ## Benefits At 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 Us** At 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.