Front Office Agent - Beauport Hotel

Beauport Hotel Gloucester; Gloucester (MA); On-site; USD 26,174 - 27,552; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid vacation & holidays

Bonus $500

Job summary

Beauport Hotel Gloucester, a premier waterfront property on Massachusetts' North Shore, is seeking a Front Office Agent. You will switch between Reservations Office and Front Desk to manage bookings, check-ins, and guest communications.

A detail-oriented approach ensures a seamless, welcoming guest experience at every touchpoint. The ideal candidate has at least 2 years in customer service, hotel knowledge, and comfort with RoomMaster and Microsoft Office.

Qualifications

• Minimum 2 years of customer service experience; hotel experience preferred.
• Strong verbal and written English communication skills.
• Experience with Front Office operations and Room Master is a plus.

Responsibilities

• Greet guests on arrival and complete check-in procedures.
• Handle check-outs and finalize guest accounts.
• Book, confirm, modify, and cancel reservations via phone, email, and online platforms.
• Provide information on room rates, packages, and availability to increase occupancy.
• Respond to inquiries promptly and courteously in person and by phone.
• Maintain knowledge of rooms, services, and local attractions.
• Assist with special requests and accessibility needs.
• Proactively contact guests before arrival to personalise stays.
• Escalate guest concerns to management when needed.
• Maintain accurate reservation records in the system.

Skills

Customer service

Front desk

Reservations

English proficiency

Tools

RoomMaster

Microsoft Office

Job description

$500 BONUS!

Beauport Hotel is a premier waterfront destination on Massachusetts' North Shore. Our goal is to create memorable guest experiences, for every guest, every stay.

Job Description

We are seeking a detail-oriented customer service professional to join our team as a Front Office Agent. In this combined role, you will handle both reservations and front desk responsibilities, managing room bookings and incoming calls while providing prompt, courteous service to guests upon arrival, throughout their stay, and at departure. The ideal candidate is comfortable moving between the Reservations Office and the Front Desk to ensure a seamless and welcoming experience at every touchpoint.

Essential Functions

• Greet guests upon arrival and complete the established check-in procedure for arriving guests.
• Facilitate guest departure (check-out) by following established procedures to close guest accounts and ready the room for the next guest.
• Accurately book, confirm, modify, and cancel guest room reservations via phone, email, and online platforms, ensuring accurate records in the system.
• Provide detailed information about room rates, packages, promotions, and availability, using selling techniques to increase occupancy and revenue.
• Respond promptly and courteously to all inquiries, both in person and by telephone, addressing guest needs and questions with knowledgeable responses.
• Maintain up-to-date knowledge of hotel room types, services, amenities, and area functions.
• Offer personalized recommendations and solutions to enhance the guest experience, including information on local attractions and transportation options.
• Assist with special requests, such as room preferences, special occasions, or accessibility needs.
• Proactively reach out to guests before arrival to confirm details and personalize their stay.
• Handle guest concerns or complaints professionally, escalating issues to management when necessary.
• Regularly post receipts, guest accounts, and other forms of credit using accurate, proper cash handling methods, and maintain complete responsibility for a personal bank as specified by hotel policy.
• Coordinate with Housekeeping and Maintenance to ensure rooms are prepared according to guest preferences or special needs.
• Relay important guest information, such as late arrivals or special instructions, to the appropriate teams.
• Maintain accurate records of all reservations and guest interactions in the hotel’s reservation system.
• Follow company policies and procedures for billing, payment, and confidentiality of guest information.
• Maintain a friendly and courteous demeanor at all times.

Required Experience / JOB REQUIREMENTS

• At least two (2) years of customer service experience; hotel experience preferred. Additional experience in call centers or sales is helpful.
• Professional and confident verbal communication skills, with the ability to communicate effectively in English both verbally and in writing; a second language is desirable.
• Experience in Microsoft Office and industry-relevant Hotel Property Management Systems (e.g., RoomMaster) preferred.
• Working knowledge of Front Office operations preferred.
• Demonstrated ability to work efficiently, accurately, and with attention to detail.
• Ability to work cohesively as part of a team and exercise sound logic and judgment.
• Must be self-directed, motivated, and provide exceptional customer service and interpersonal skills.
• Ability to work a flexible schedule, including nights, weekends, and holidays, pending hotel occupancy and business needs.
• Actual compensation is commensurate with relevant skills and qualifications.
• Salary range is $19-$20/hr

IDEAL CANDIDATE

• Thrives in a dynamic environment and is comfortable shifting between reservations and front desk responsibilities throughout a shift.
• Genuinely enjoys creating memorable guest experiences and takes pride in warm, personalized service.
• Stays calm, professional, and solutions-focused when handling guest concerns or competing priorities.
• Communicates clearly and confidently, whether greeting guests in person or assisting them by phone and email.
• Detail-oriented and organized, with a commitment to accuracy in bookings, billing, and guest records.
• A dependable team player who is equally effective working independently.
• Adaptable and reliable, with the flexibility to support AM and PM shifts, weekends, and holidays.

Working Conditions & Physical Requirements

• Hotel property with 94 guest rooms.
• Work takes place in both the Reservations Office (sedentary) and front-of-house areas, including the lobby and front desk.
• Group and solo work.
• Ability to stand for up to 8 hours, sit for extended periods, and walk as needed.
• Ability to lift 30 lbs.

The Beauport Hospitality Group is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, national origin, gender, age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law.

Benefits

Comprehensive Benefits Package - Eligible Employees

• Access to Medical, Dental, Vision, FSA Accounts, and Life Insurance
• 401(k) with Company Match
• Paid Vacation, Holiday, and Sick Time
• Access to Beauport Hospitality Group Perks

Keyword: Beauport Hotel, Gloucester, Full-time, Hospitality