Guest Service Agent

Location Northampton, MA
Property Autumn Inn
Date Posted December 26, 2018
Job Type Customer Service, Front Desk


Northampton, MA – The ideal Guest Service Agent has previous hotel experience with a great personality and the finest customer service skills. Our goal is to exceed our guests’ expectations and that goal begins by offering attentive, courteous and efficient guest service to all guests in every aspect throughout their stay while maximizing revenue. As a Guest Service Agent, you will be the main contact for all guest iterations from check in to check out, assisting guests with special requests, concierge duties, and maintaining operational responsibilities.

The possible schedule for this position includes working some days, evenings, weekends and holidays. This position offers great pay and benefits with opportunities for professional growth and advancement.


  • To increase customer satisfaction by providing efficient and courteous Front Desk service
  • Communicates effectively with customers, co-workers, and supervisors
  • Demonstrates teamwork by cooperating and assisting co-workers as needed
  • Handles difficult situations effectively
  • Meets service standards
  • Performs other duties as required to provide service and teamwork
  • Provides quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout stay
  • Registers, processes, and greets customer promptly, welcoming him/her to the hotel
  • Responds to customer requests for information about the hotel
  • Arranges for special services requested by the customer
  • Stays current with developments in the hotel by reviewing the communication to each shift
  • Arranges fulfillment of customer services by working with housekeeping, maintenance and sales/marketing
  • Minimizes loss of revenue by adhering to all established credit and inventory control procedures
  • Ensures all customers establish credit or pay cash upon check-in
  • Monitors customer accounts to insure adherence to hotel credit limits and verifies accuracy of registration information
  • Improves timeliness of cash flow by adhering to all established credit and inventory control procedures
  • Verifies all information on reservations check-in; name, address, method of payment, etc.
  • Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
  • Identifies and records special billing instructions
  • Completes shift closing accurately by getting appropriate approval signatures and authorization codes
  • Adheres to hotel policies regarding the use of cash banks, drop/deposit logs, etc
  • Increases revenues by offering customers upgraded rooms

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