Guest Experience Specialist

Crystal Creek Hospitality; Boston, Northern (MA, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Crystal Creek Hospitality in Boston seeks a Front Desk/Guest Services Agent to join the Front Office team. You will handle reservations, check-ins and check-outs, assist guests with requests, and promote hotel programs while delivering consistently friendly, professional service.

You must be proficient with OPERA or similar systems, understand daily hotel operations, and communicate clearly in English. This role requires a calm, problem-solving attitude, the ability to multi-task, and

Qualifications

• Minimum of one-year front desk or customer service experience.
• Strong background of customer service experience.
• Possess excellent computer, verbal and written communication skills.
• Proven track record resolving guest problems and expediting solutions.
• Understand daily hotel operations and systems.
• Must read, write and speak the English language effectively.
• Possess complex math skills.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to work independently, with little to no supervision, use time efficiently and multi-task.
• Be an active team player and ability to collaborate across teams.

Responsibilities

• Follow safety and emergency guidelines, policies and procedures.
• Prioritize and complete essential functions including reservations, check-ins, check-outs, upgrades, room moves, billing, cash and credit card transactions, switchboard operations and guest requests.
• Greet guests with a friendly welcome and provide accurate information on hours, VIP programs and events.
• Complete registration, select rooms based on guest needs, issue keys and explain charges to guests.
• Ensure brand standards are met and adhered to.
• Resolve guest complaints calmly and professionally while protecting guest sentiment.
• Answer telephone and email inquiries promptly; relay messages and assist guests as needed.
• Monitor guest accounts and room inventory; assist with check-out payments or charges.

Skills

Front desk experience

Customer service

Communication skills

Problem solving

Hotel operations knowledge

English proficiency

Math skills

Diplomacy

Independent work

Team player

Tools

OPERA

Job description

Crystal Creek Hospitality in Boston seeks a Front Desk/Guest Services Agent to join the Front Office team. You will handle reservations, check-ins and check-outs, assist guests with requests, and promote hotel programs while delivering consistently friendly, professional service.

You must be proficient with OPERA or similar systems, understand daily hotel operations, and communicate clearly in English. This role requires a calm, problem-solving attitude, the ability to multi-task, and