Front Desk Agent

TOURISTS is seeking full and part-time Front Desk Agents to join our thriving team!

The ideal candidate has experience with guest/customer service, is a genuine "people person," an expert communicator (both written and oral), and is motivated to provide great experiences for all of our guests.

Compensation is based on experience. Great benefits are included and detailed below.

About Us

TOURISTS is a 46-room boutique lifestyle hotel in North Adams, MA, situated on a 70-acre nature campus just down the road from MASS MoCA and the Clark Art Institute. Since opening in July 2018, TOURISTS has received numerous accolades; but our biggest point of pride is our staff–the kind, hard-working, and dedicated folks who work at TOURISTS are the reason guests keep coming back to the Berkshires year after year. 

TOURISTS is committed to offering a safe, kind, and supportive work environment for people from all walks of life. TOURISTS is an Equal Opportunity Employer and fosters a culture of diversity, equity, and inclusion. 

Benefits

• 80 hours (2 weeks) of Paid Time Off per year
• High quality health and dental insurance is offered through Blue Cross Blue Shield to all full-time employees with a 65% employer contribution for your entire family (100% employer contribution after 3 years of service)
• Reimbursement for healthy habits and fitness goals
• Free access to counseling services and trainings from mental health experts
• Paid holidays
• 401(k) through Guideline
• Hotel and dining discounts for all employees
• Continuing education and professional development opportunities

Responsibilities

The Front Desk Agent oversees all front desk activity. This includes checking guests in and out, ensuring all reservations are handled efficiently and accurately, answering calls, anticipating guest needs, and having a confident, pleasant and professional demeanor.

Essential functions include:

• Oversee all Front Desk activity
• Check guests in and out in a confident, professional and personalized manner
• Ensure all Individual and Group/Block reservations are handled efficiently and accurately 
• Ensure all calls are answered in a courteous, professional and efficient manner
• Provide excellent guest service and hospitality
• Make reservations for guests who call or walk-in for hotel, restaurant, pool, art & adventure, and/or other internal events/departments
• Ensure immediate response is given to any and all guest comments and concerns 
• Maintain accurate Daily Log of notes, concerns, and resolutions
• Clearly communicate with other departments as needed regarding guest requests and/or concerns, repairs, reservation updates, and operational changes
• Maintain a high level of cleanliness and safety in the work area
• Act as the person of contact for all guest complaints and concerns in the absence of Guest Experience Manager and Hotel General Manager
• Ensure open lines of communication with staff, all departments and upper management at all times via radio, email, log books, meetings, etc., to ensure all needs of the hotel are met
• Maintain an increased awareness of safety issues throughout the property

Experience:

• Minimum of two (2) years related experience in hospitality or service industry
• High School diploma or general education degree (GED)
• Ability to proficiently read, write, and speak English
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals 
• Ability to write routine reports and correspondence 
• Ability to speak effectively before groups of co-workers and guests 
• Proficiency in Google Suite and E-mail 
• Basic computer skills (ex: login/out, access work schedules/room status) 
• Ability to understand other computer programs (i.e. POS and PMS) 
• Ability to apply concepts of math including: addition, subtraction, multiplication, division and algebra, using whole numbers, common fractions, and decimals 

Working Conditions/Environment 

• The noise level in the work environment is usually moderate
• The person in this position may have to lift up to fifty (50) pounds on a daily basis; anything over fifty (50) pounds is considered a minimum two (2) person lift
• The person having this position may have to sit for one (1) hour, stand and/or walk, push, kneel, bend, balance, squat, reach and stretch for eight (8) hours per day
• Extended time utilizing computer systems and screen time are expected in this position.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a very visible position. All TOURISTS staff are expected to greet all guests in close proximity and make each feel important by providing a genuine welcome. Furthermore, the Front Desk Agent must develop and maintain the company’s culture, values and reputation in the public eye, and with all staff, guests, vendors and partners.

Based upon fluctuating demands of the operation, it may be necessary to perform a multitude of different functions not specifically related to this position. The Front Desk Agent may be expected to perform other tasks and duties as needed or as directed. Furthermore, employee responsibilities and job descriptions are subject to review and revision.

TOURISTS is an EEOC Employer.

We look forward to receiving your application!