Front Desk Agent

Hotel 1868 LLC in Cambridge, MA is hiring a Front Desk Agent onsite. This role supports an attentive, welcoming guest experience while giving you a stable schedule and strong benefits package, including health coverage support and employer-matched retirement contributions.

Compensation & Benefits

Hourly pay ranges from $17 to $20 depending on previous experience. Team members can also access:

• 3 weeks paid time off available to be accrued per year
• 40 hours PTO available to rollover each year
• Health Insurance with partial coverage paid by the hotel
• Dental Insurance with partial coverage paid by the hotel
• Vision Insurance with partial coverage paid by the hotel
• Life Insurance with coverage paid by the hotel
• 401(k) plan with employer matching 100% up to 4% of personal contributions
• Paid holidays
• Monthly MBTA pass paid by the hotel

What You’ll Do

Reporting to the Front Office Manager/Operations Manager, you will manage front desk operations from arrival to departure, handling reservations, guest services, and key administrative duties.

• Check-in and check-out guests while keeping guest information confidential
• Manage reservation inquiries, cancellations, and amendments
• Provide guest service focused on satisfaction and quality
• Answer questions related to hotel services, registration, and local recommendations such as shopping, dining, travel directions, transportation, and entertainment reservations
• Follow the shift checklist and record notes accurately 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 available 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 help control the flow of non-guests entering the hotel when needed
• Apply service standards, guest relations, and etiquette consistently
• Follow applicable Federal, state, and local health and safety regulations

Required Skills & Qualifications

• High school education and/or relevant training and experience required (additional education preferred)
• Professional conduct and appearance; sets standards for all associates
• Effective verbal communication with guests, vendors, and other associates
• Ability to resolve guest complications such as location changes or credit issues
• Ability to field guest complaints and develop effective solutions
• Ability to assist with preparation of statistical reports and presentations as needed
• Ability to accurately report information
• Strong mathematical and computer skills
• Ability to adjust to high-pressure conditions and adapt to change
• Attend required meetings and take responsibility for personal growth and development
• Clear, professional communication of ideas and information
• Stay calm and alert during emergencies or heavy hotel activity
• Comfortable following shift checklist, using office software, and completing cash and safety deposit procedures
• Comprehensive knowledge of the English language for communication with guests and associates
• Additional language ability preferred
• roomMaster training preferred, not required

Tools & Systems

• roomMaster (preferred)
• Various office software