Guest Service Agent

Hotel On North•Pittsfield, MA

8d•Onsite

About The Position

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.

Requirements

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
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

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