Front Office Agent - Beauport Hotel

About the role

The Beauport Hotel is a premier waterfront destination on Massachusetts' North Shore, dedicated to creating memorable guest experiences. We are seeking a detail-oriented customer service professional to join our team as a Front Office Agent. This combined role involves handling both reservations and front desk responsibilities, ensuring a seamless and welcoming experience for every guest.

Responsibilities

• 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.
• Cook up 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.

Requirements

• At least two (2) years of customer service experience; hotel experience preferred.
• 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.

Qualifications

• Thrive in a dynamic environment and 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.
• Dependable team player who is equally effective working independently.
• Adaptable and reliable, with the flexibility to support AM and PM shifts, weekends, and holidays.

Skills

• Customer Service
• Reservation Management
• Front Desk Operations
• Communication Skills
• Microsoft Office
• Hotel Property Management Systems

Benefits

• Comprehensive Benefits Package
• Medical, Dental, Vision, FSA Accounts, and Life Insurance
• Paid Vacation, Holiday, and Sick Time
• Beauport Hospitality Group Perks