Hotel Guest Experience Associate
The Ellery
Northampton, MA US
Posted ago
The Ellery

Lark Hotels is seeking both full-time and part-time Guest Experience Associates at our location in Northampton, MA, The Ellery. Guest Experience Associates are responsible for the critical first impression our guests have of our properties. Guest Experience Associates demonstrate exceptional hospitality in an attentive, friendly, and efficient manner going above and beyond to ensure that guest experiences will be worth remembering. The key service roles begin with greeting guests and ends in delivering a departure experience that makes a guest want to be a return customer. This position requires an outgoing, enthusiastic personality, strong attention to detail, and the ability to work without constant direct supervision. Do you have a passion for service and love to put a smile on people’s faces? If so, start your application today!

Responsibilities
  • Manage room bookings in-person, online, and through incoming calls, and answer inquiries about guests’ needs, including questions about available rooms, amenities, room rates, special requests, and rewards programs
  • General bookkeeping: ensure all hotel guest account information is accurate and up-to-date
  • Communicate with housekeeping to make sure guest rooms are ready
  • Handle customer complaints as necessary
  • Welcome, register, check-in, and check out guests staying at the hotel, provide keys and room numbers, and record credit card information
Qualifications
  • Has experience answering telephone calls and troubleshooting stressful situations
  • 1+ year of hotel industry experience or related job preferred
  • Must have graduated high school, received a GED or equivalent
  • Exhibits working knowledge of Microsoft Office and reservation management systems
  • Possesses strong customer service skills, interpersonal skills, organizational skills, and time management skills
Compensation
$15 - $17 hourly
About The Ellery

The Ellery is your home to enjoy the historic charm and natural beauty of Northampton, a vibrant city infused with culture and surrounded by a constellation of top-notch schools. Our colonial-style hotel with thoughtful interior decor puts you steps from Smith College’s campus and a downtown brimming with shops, cafes and entertainment.  

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