Guest Service Associate (Hotel Front Desk)

The Ellery is a colonial-style boutique hotel nestled in vibrant Northampton, Massachusetts, just steps from Smith College's campus and surrounded by the scenic Pioneer Valley. Driven by our core values of Integrity, Empathy, and Excellence, our goal is to provide guests with an authentic, comfortable, and memorable stay .

Compensation-$20/ hour

Position Overview:

As a Guest Service Associate at the Ellery  you will play a central role in driving revenue and shaping the end-to-end guest experience . This multi-faceted role combines front desk operations, reservation management, breakfast service, and room attendant duties to ensure every aspect of our guest's stay reflects our high standards of hospitality and cleanliness .

Key Duties & Responsibilities:

1. Guest Services & Front Desk:

• Welcome and check in/out guests in a warm, professional, and efficient manner .

• Handle phone and email reservations, using suggestive selling techniques and staying up-to-date on property rates, packages, and local events .

• Manage guest accounts, collect payments, and accurately handle assigned cash drawers .

• Serve as a local expert by sharing recommendations for local attractions, regional colleges (Smith, Mount Holyoke, Amherst, Hampshire, UMass), dining, and cultural highlights .

• Address and resolve guest inquiries, special requests, and complaints promptly with warmth and empathy .

2. Breakfast Service:

• Set up, maintain, and break down the complimentary daily breakfast buffet and beverage station .

• Engage morning guests with friendly, personalized service .

• Maintain strict food safety and sanitation standards in dining and kitchen preparation areas .

• Monitor food and beverage inventory levels and report supply needs to management  

Qualifications & Requirements:

• Education & Experience: High School diploma or equivalent work experience .

• Skills: Strong verbal and written communication skills, basic computer proficiency, and active problem-solving abilities .

• Attitude: A positive "can-do" demeanor, strong attention to detail, and a team-first mindset .

• Flexibility: Ability to work a flexible schedule including weekends, nights, and holidays as business requires .

• Physical Requirements: Ability to stand and walk for extended periods, perform cleaning movements (bending, kneeling, lifting up to 50 lbs), and handle physical demands inherent to a hotel environment .