Front Desk Agent

Porter Square Hotel LLC is seeking a Front Desk Agent to provide day-to-day guest support at the property in Cambridge, MA. In this onsite role, you will manage guest arrivals and departures, coordinate reservations and inquiries, and complete front desk administrative and compliance tasks while reporting to the Front Office Manager/Operations Manager.

Working from the hotel front desk, you will be part of the team that maintains service standards, supports smooth operations across shifts (including night audit), and helps ensure each guest experience is handled accurately and professionally.

Key Responsibilities

• Check in and check out guests while keeping guest information confidential
• Handle reservation inquiries, including cancellations and amendments
• Maintain guest satisfaction and uphold the highest quality of guest service
• Answer guest questions related to hotel services, registration, and local planning needs such as shopping, dining, travel directions, transportation, or entertainment reservations
• Follow the shift checklist and record notes throughout your shift
• Review VIP reservations for incoming and in-house guests
• Sort and track incoming mail and messages
• Transmit and receive messages using all communication avenues
• Use various office software accurately
• Maintain full working knowledge of each shift, including night audit
• Accurately complete cash handling and safety deposit box procedures
• Monitor lobby traffic and control the flow of non-guests entering the hotel when needed
• Use comprehensive knowledge of service standards, guest relations, and etiquette
• Apply comprehensive knowledge of applicable Federal, state, and local health and safety regulations
• Demonstrate comprehensive knowledge of English to communicate effectively with guests and associates
• Use excellent mathematical and computer skills
• Support statistical reporting and presentations as needed

Requirements

• Conduct yourself professionally in appearance and behavior and set standards for associates
• Communicate effectively with guests, vendors, and other associates
• Provide accurate information and quickly resolve guest complications such as location changes or credit issues
• Field guest complaints effectively and develop solutions and results
• Complete assignments thoroughly, professionally, and with care
• Adjust to high-pressure conditions and adapt to change
• Take responsibility for personal growth and development
• Express ideas and convey information clearly, effectively, and professionally
• Attend required meetings
• Stay calm and alert during emergencies or heavy hotel activity
• Meet education expectations: high school education and or relevant training and experience required; additional education preferred
• Additional language ability preferred
• roomMaster training preferred, but not required

Salary & Location

• Location: Cambridge, MA (onsite)
• Pay: USD 17–20 per hour (based on previous experience)

Technologies

• roomMaster
• Office software

Benefits

• Competitive salary based on previous experience, ranging from $17 to $20 per hour
• 3 weeks paid time off available to be accrued per year
• 40 hours PTO available to rollover each year
• Health Insurance Benefits with partial coverage paid by the hotel
• Dental Insurance Benefits with partial coverage paid by the hotel
• Vision Insurance Benefits with partial coverage paid by the hotel
• Life Insurance with coverage paid by the hotel
• 401k plan with employer matching 100% up to 4% of personal contributions
• Paid holidays
• Monthly MBTA pass paid by the hotel

Reports to: Front Office Manager/Operations Manager