Guest Service Agent
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Sturbridge Host Hotel & Conference Center
Sturbridge, MA, US
Summary
The Guest Service Agent will manage front desk operations, including greeting guests, processing check-ins and check-outs, and handling reservations. They are also responsible for resolving guest concerns and collaborating with the team to ensure a smooth and memorable guest experience.
Job Description
Company Description
The Sturbridge Host Hotel + Conference Center is centrally located in Sturbridge Massachusetts on beautiful Cedar Lake. We offer 232 guest rooms, with 24 mini suites, 5 suites, along with 35,000 square feet of flexible meeting space. We also offer a variety of catering options for our events and functions, all produced by our dynamic kitchen team.
While this may sound impressive, what is even more impressive is our team of dedicated individuals working together to make our business a success. At the beginning of 2020 we welcomed a new owner. Seeing all the potential our property has to offer, renovations began. We are upgrading our facility, modernizing our technology and working on new opportunities for our team and potential team members.
Our team is comprised of dedicated, welcoming and personable individuals all working hard to write our new chapter in our success. To join our team, you’ll have a great personality, be welcoming, ensuring hospitality is number one not only for our guests but for your fellow team members. You will also be able to provide some of the details below, to help you in the role.
Job Description
🌟 Guest Service Agent (Afternoon/Evening Shift) 🌟
Schedule: 3:00 PM – 10:00 PM (with you having some flexibility)
Are you someone who thrives on creating great first impressions and delivering exceptional service? We’re looking for a Guest Service Agent who brings energy, professionalism, and a genuine passion for helping others to our front desk team.
In this role, you’ll be the face of our hotel—welcoming guests, managing check-ins and check-outs, and ensuring every guest experience is smooth, friendly, and memorable.
What You’ll Do:
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Greet and assist guests with a warm, professional attitude
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Manage reservations, check-ins, and check-outs efficiently
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Handle guest requests and resolve concerns with care and urgency
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Balance multiple tasks while maintaining attention to detail
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Work collaboratively with team members to support daily operations
What We’re Looking For:
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A positive, outgoing personality and strong communication skills
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Proven customer service experience
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Strong computer skills and comfort working with hotel systems
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Familiarity with property management systems such as Oracle Opera or Visual Matrix is a plus
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Ability to multitask, prioritize, and stay organized in a fast-paced environment
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A team player mindset with a willingness to jump in and help others
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A “go above and beyond” attitude for both guests and internal team members
Why Join Us?
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Supportive team environment
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Flexible scheduling within afternoon/evening hours
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Opportunity to grow within hospitality
If you enjoy working with people, staying busy, and making a difference in someone’s day—we’d love to meet you!
Apply today and be part of a team that takes pride in exceptional service.
Additional Information
Why Join Us?
- Competitive salary + performance-based bonuses based on realized sales
- Opportunity for career growth and professional development
- Supportive and collaborative work environment
- Discounts on stays and amenities across our hotel group
A few additional requirements to be successful.
All of our team members are expected to treat our guests and coworkers equally, the following applies as well.
- Maintains a professional image, including appearance, verbiage, and body language, at all times
- Warmly greets both guests and coworkers (using the 10/5, first and last rule) every time they come in contact
- Actively listens to guests, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction
- Fosters teamwork by offering assistance to others, as needed
- Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues. Reports discrepancies to the proper department
- Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures
All your information will be kept confidential according to EEO guidelines.
Ready to take your hospitality sales career to the next level?
Apply now by submitting your resume and a brief cover letter outlining your relevant experience and passion for hospitality sales.
