Front Office Agent

EOS Hospitality•Boston, MA

About The Position

The Front Office Agent serves as the first and last point of contact for hotel guests, delivering warm, professional service and helping create memorable experiences. The role requires strong communication and problem-solving skills, a team-oriented approach, and knowledge of the hotel and surrounding neighborhood. The agent handles guest arrivals and departures, reservations, requests, inquiries, and concerns; maintains guest information and records in hotel systems; and coordinates with other departments to support smooth hotel operations.

Requirements

At least 2 years of customer service experience.
Ability to work flexible and varied shifts, including nights, weekends, and holidays as needed.
Ability to lift and transport up to 10 pounds.
Comply with standards and regulations to encourage safe and efficient hotel operations.
Proactive problem-solving skills, including anticipating, preventing, identifying, and resolving issues.
Outstanding communication skills and the ability to communicate effectively with others.
Maintain professionalism in all interactions and situations.
Maintain confidentiality of guest information.
Understanding of Outlook Office, including Excel, Word, and email.

Nice To Haves

Hotel experience.
Experience with Opera Cloud or Hot SOS.

Responsibilities

Organize, confirm, process, and conduct guest check-ins and check-outs.
Handle room reservations, requests, changes, and cancellations accurately and efficiently.
Greet guests in person and over the phone in a warm, friendly, and sincere manner.
Answer guest inquiries by phone, manage a high volume of calls and requests, and direct inquiries to the appropriate departments.
Review guest arrivals and departures and retrieve, input, verify, and update guest information in the Property Management System.
Listen to and resolve guest problems and concerns professionally and empathetically, including during difficult conversations, emergencies, or busy periods.
Record and track guest requests and complaints in guest profiles and follow up on outstanding issues from previous shifts.
Maintain close working relationships with other hotel departments, including Housekeeping and Food and Beverage.
Help guests make dining reservations, provide information about dining options, and take in-room dining orders.
Provide information about hotel services, facilities, events, and local attractions.
Use hotel systems to send guests information in accordance with service standards and maintain timely communication.
Follow company policies and maintain a clean, neat, and professional uniform and appearance.
Assist with transportation arrangements, package deliveries, and other special guest requests.
Perform other reasonable duties as assigned.