Guest Service Agent

Job Description

Job Description

JOB DESCRIPTION

Job Summary

Hotel on North is a modern boutique hotel located in the heart of Pittsfield. We pride ourselves on delivering genuine, attentive hospitality and creating meaningful connections with our guests.

We are seeking a Guest Service Agent to join our front desk team. This role is the first and last impression of the hotel and plays a key part in shaping each guest’s experience. The ideal candidate is warm, proactive, detail-oriented, and comfortable working in a fast-paced, guest-facing environment.

Key Responsibilities

• Welcome guests and provide prompt, professional check-in and check-out service
• Visually acknowledge and greet guests as they enter the lobby
• Manage reservations, including new bookings, cancellations, and modifications
• Assign rooms and issue room keys
• Answer phone calls and respond to guest inquiries in a timely and courteous manner
• Provide information about hotel amenities, services, and local attractions
• Handle cash transactions and process payments accurately
• Maintain accurate guest records and logs
• Proactively assist guests who may need help with luggage, directions, or general support
• Resolve guest concerns and complaints professionally and efficiently
• Follow hotel policies and procedures while using sound judgment

Skills & Qualifications

• Excellent customer service skills
• Strong communication and interpersonal abilities
• Attention to detail and accuracy
• Ability to multitask and prioritize tasks in a busy environment
• Basic computer literacy
• Ability to remain calm and professional under pressure

Expectations & Physical Requirements

To be successful in this role, you must be able to:

• Maintain a professional, attentive presence at the front desk throughout your shift
• Stand for extended periods of time during scheduled shifts
• Move throughout the lobby and guest areas as needed to assist guests
• Lift and transport items up to 30 pounds, including luggage and packages
• Make decisions using independent judgment within company policy
• Follow instructions without close supervision
• Speak and write clearly and accurately
• Work a varied schedule, including days, evenings, weekends, and holidays

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Hotel On North is an EEO Employer - M/F/Disability/Protected Veteran Status

A unique, artistic, independent boutique hotel in the heart of the Berkshires.