What are the responsibilities and job description for the Guest Service Agent position at Hotel On North?
Guest Service Agent
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.