Guest Experience Specialist: Front Desk & Reservations

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

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.