Front Desk Agent

Crestline Hotels & Resorts; Westford (MA); On-site; USD 36,000 - 48,000; Full time

Job summary

Crestline Hotels & Resorts in Westford, MA is hiring a Front Desk Agent to welcome guests, manage seamless check-ins and check-outs, and respond to guest requests with a friendly, professional attitude.

This role requires strong customer service, basic computer skills, and the ability to multitask in a fast-paced hotel environment. You will coordinate with other departments to ensure a smooth guest experience.

Qualifications

• High School Graduate or GED.
• One year experience in a hotel or similar customer-facing role.
• Basic computer skills.

Responsibilities

• Assist guests with check-in/check-out and process all guest payments.
• Answer department telephone within three rings with proper greeting.
• Resolve guest complaints and maintain positive guest relations.
• Provide information on hotel features, hours, rates, and promotions.
• Handle wake-up calls, faxes, and distribution of guest information to departments.
• Maintain security of cash bank and process charge vouchers and payments.
• Assist Bell staff with escorting guests and luggage.
• Address overbooked or walked-in guests and record modifications.

Skills

Customer service

Guest relations

Phone etiquette

Education

High School/GED

Job description

Join our Front Desk team at Hampton Inn Westford-Chelmsford and become the welcoming face of our guest experience as a Front Desk Agent.

We are seeking service-driven professionals who create memorable first impressions, deliver seamless check‑ins, and a passion for hospitality.

Overview

The Front Desk Agent is responsible for assisting guests with check‑in and check‑out, answering and processing all phone calls received, and handling all special requests for services or information, in accordance with standard policies and procedures.

Potential Career Paths

Front Desk Supervisor – Front Desk Manager – Front Office Manager – Operations Manager – Assistant General Manager – General Manager – Area Vice President of Operations

Key Duties & Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check‑ins.
• Verify registration card information with the guest.
• Obtain back‑up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake‑up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in‑house guest ledger report; report discrepancies to Manager.
• Process all check‑outs.
• Process adjustment vouchers, paid‑outs, correction vouchers, miscellaneous charges.

Education And Experience

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.