Hospitality Customer Service Specialist

2 months ago


Amherst, Massachusetts, United States The Inn on Boltwood Full time

About Us:

At The Inn on Boltwood, we pride ourselves on fostering a dynamic and welcoming environment. Our commitment to excellence is reflected in the dedication and performance of our team members. We are seeking passionate individuals who share our vision and values to enhance our guest experience.

Role Overview:

The Guest Service Representative is pivotal in driving revenue and ensuring outstanding customer satisfaction. This position involves managing reservations, overseeing guest accounts, and facilitating all guest interactions, including check-ins, check-outs, and resolving any issues that may arise.

Why Work With Us?

We offer a comprehensive benefits package that emphasizes the health and financial security of our employees:

  • Access to quality health insurance.
  • Dental and vision coverage to support overall wellness.
  • 401K plan with a matching option for future savings.
  • Flexible Spending Accounts (FSAs) for tax-efficient savings.
  • Generous paid holidays for well-deserved breaks.
  • Paid time off for vacations, personal needs, or illness.
  • Discounts on travel within our hotel portfolio.
  • Additional benefits may be available depending on the specific hotel.

Key Responsibilities:

  • Efficiently welcome and check-in guests.
  • Provide detailed information regarding hotel services and local attractions.
  • Respond to guest inquiries via phone, email, or in person in a timely manner.
  • Accurately manage reservations, cancellations, and modifications.
  • Process payments and maintain accurate transaction records.
  • Address guest concerns promptly to ensure a positive experience.
  • Collaborate with various departments to meet guest preferences.
  • Maintain a tidy and organized front desk area.
  • Assist with luggage handling and transportation arrangements.
  • Ensure adherence to company policies for guest safety.
  • Coordinate with housekeeping to prepare rooms for guest arrivals.
  • Deliver exceptional service to enhance the overall guest experience.
  • Stay informed about industry trends and participate in ongoing training.

Required Skills:

  • Outstanding customer service skills, effective communication, quick adaptability, attention to detail, ability to perform under pressure, and strong phone etiquette.

Experience and Education:

  • Prior experience in customer service is preferred; a high school diploma or equivalent work experience is required.

Physical Requirements:

  • This position requires extended periods of walking, standing, bending, and lifting. Reasonable accommodations can be made for eligible employees.

We are an equal opportunity employer that values diversity and provides employment opportunities to all qualified candidates without bias based on characteristics such as race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, genetic information, or protected veteran status.



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