Hotel Front Desk Agent

Job Description

Job Description

Front Desk Agent

Hotel: The Bostonian Hotel Boston
Location: Onsite – Boston, MA
Compensation: $31.40

Join the Team at The Bostonian

At The Bostonian, hospitality is more than a service—it’s an experience shaped by history, character, and genuine connection. From the moment guests arrive, every interaction is an opportunity to create something memorable in the heart of one of America’s most iconic cities.

About The Bostonian

Situated in Boston’s historic North End—steps from Faneuil Hall, Quincy Market, and the Freedom Trail—The Bostonian offers a distinctive full-service hotel experience in one of the city’s most vibrant and culturally rich neighborhoods.

With thoughtfully designed guest rooms, flexible meeting and event spaces, and a location at the center of it all, the hotel serves a diverse mix of leisure travelers, business guests, and group events.

As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach.

At Millennium, we are guided by our core values:

• Passion for Hospitality – Delivering meaningful and memorable guest experiences.
• Entrepreneurial – Taking ownership and acting with agility.
• Innovation & Progressive – Continuously improving how we operate and serve.
• Solutions & Results Oriented – Staying adaptable and focused on results.

These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.

About the Role: Front Desk Agent

As our Front Desk Agent, you will be the first point of contact for our guests, playing an essential role in creating a welcoming and memorable hotel experience. You will manage guest arrivals and departures, assist with reservations and inquiries, and ensure every interaction reflects our commitment to exceptional hospitality.

This role is ideal for someone who is personable, detail-oriented, and passionate about delivering outstanding guest service. The successful candidate takes ownership, communicates effectively, and thrives in a fast-paced hospitality environment.

Your Impact

You are the face of the hotel—creating first impressions and memorable guest moments. Your energy, attention to detail, and service mindset will directly shape the guest experience and bring our brand to life.

What You’ll Be Doing

Guest Experience & Service

• Welcome guests warmly and professionally, creating a positive first impression.
• Complete guest check-in and check-out procedures efficiently and accurately.
• Respond to guest questions, requests, and concerns with a solutions-first mindset.
• Anticipate guest needs and provide personalized recommendations and assistance.
• Handle guest complaints professionally, escalating concerns to management when appropriate.
• Maintain a high level of service throughout every stage of the guest journey.

Front Desk Operations

• Process reservations, room assignments, registration, and payment transactions accurately.
• Verify guest information, rates, billing details, and payment methods.
• Maintain accurate guest records and ensure proper documentation.
• Communicate room status, special requests, and guest needs with Housekeeping and other departments.
• Monitor arrivals, departures, VIP guests, and special accommodations.
• Follow established front desk procedures, cash-handling guidelines, and security protocols.

Team Collaboration

• Work closely with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless hotel operations.
• Communicate effectively with colleagues and management regarding guest needs and operational updates.
• Support fellow team members during high-volume periods and assist with daily operational priorities.
• Contribute to a positive, respectful, and collaborative team environment.

Compliance & Standards

• Follow all company policies, hotel procedures, safety standards, and applicable regulations.
• Maintain accuracy in guest transactions, reporting, and documentation.
• Protect guest privacy and confidential information.
• Maintain a professional appearance and uphold hotel grooming and service standards.
• Demonstrate accountability and a commitment to operational excellence.

Requirements

• Previous customer service or hospitality experience preferred.
• Previous hotel front desk experience is a plus.
• Strong verbal and written communication skills.
• Professional, friendly, and guest-focused attitude.
• Ability to multitask and remain composed in a fast-paced environment.
• Strong attention to detail and problem-solving skills.
• Basic computer proficiency and the ability to learn hotel property management systems.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Ability to work independently while contributing to a team environment.

Benefits

At Millennium Hotels & Resorts, we are committed to supporting our employees' well-being and long-term success. Compensation, benefits, and eligibility for this position are governed by the applicable Collective Bargaining Agreement (CBA).

Why Join Us

At Millennium Hotels & Resorts, you’re not just taking a job—you’re joining a team passionate about hospitality, growth, and creating memorable experiences.

Whether you’re behind the scenes or on the front line, your work makes an impact. If you’re ready to learn, grow, and be part of something meaningful, we’d love to meet you.