Hotel Front Desk Agent - Guest Service Representative

Hobbs Brook Real Estate LLC is an innovative commercial real estate leader with a portfolio of forward-thinking, sustainable properties in the United States and Singapore. Shaping the market since 1952, the company acquires, develops, manages, and serves as a valued partner to a variety of stakeholders. Hobbs Brook Real Estate (HBRE) brings unique property visions to life with a commitment to improving both the environment and the community. For additional information, please visit www.hobbsbrook.com. HBRE is the real estate division of FM.

Location:

This position is based at the Four Points by Sheraton Hotel & Conference Center in Norwood, MA. The property is owned by Hobbs Brook Real Estate LLC, the real estate division of FM, offering a dynamic hospitality environment with strong organizational support.

The Four Points by Sheraton Norwood Hotel & Conference Center features 230 modern, smoke-free guestrooms, including allergy-friendly options, along with complimentary Wi-Fi, parking, and access to the fitness center and indoor pool. With 28 meeting rooms and 40,000 square feet of event space, the hotel is well-suited for meetings and conferences of all sizes, and the Tiffany Ballroom to cater social events. Guests can enjoy dining at One Bistro or the daily breakfast buffet at Zachariah’s. Convenient Norwood location provides easy access to Boston, Providence, Gillette Stadium, Legacy Place, and nearby commuter rail and Amtrak service.

Why Join Us?

It’s a great opportunity to join an award-winning hotel in a collaborative, supportive, and high-energy environment where your contributions are valued and growth is encouraged.

Shift Hours 

• This is a full-time, non-exempt role that requires flexibility to meet the needs of our guests and hotel operations.
• Availability Required: Must be available to work 3:00 PM–11:30 PM, including weekends and holidays.

Relocation is not offered for this position.

Responsibilities

The Hotel Front Desk Agent/ Guest Service Representative is an important part of creating a welcoming and positive experience for our guests. As one of the first points of contact at the hotel, this role helps guests feel comfortable and supported from arrival through departure.

From providing a warm welcome and assisting with check-in to answering questions, anticipating needs, and resolving concerns, the Guest Service Representative helps make each stay as smooth and enjoyable as possible. The ideal candidate enjoys working with people, takes pride in providing thoughtful service, and brings a professional, positive approach to each interaction.

Key Responsibilities

• Welcome and acknowledge guests in a warm, professional manner and provide attentive service throughout their stay.
• Complete guest check-in and registration, including verifying information, securing payment, assigning rooms, issuing room keys, and processing mobile check-ins through the Marriott Bonvoy application.
• Anticipate guest needs and provide accurate information regarding hotel services, amenities, events, hours of operation, transportation, local attractions, and other available resources.
• Respond promptly to guest requests and concerns, using sound judgment to resolve issues and partnering with management or other departments when additional support is needed.
• Manage incoming calls and multiple telephone lines using professional telephone etiquette and effective prioritization.
• Process new reservations, changes, and cancellations and maintain accurate information within hotel reservation and property management systems.
• Confirm group reservations and coordinate personalized services for group, event, wedding, and VIP guests.
• Process third-party credit card authorization forms through Sertifi while following established payment and security procedures.
• Coordinate hotel shuttle transportation in accordance with hotel policies and service guidelines.
• Manage guest room access through mobile key applications and key card issuance, verifying guest identity and authorization before providing access.
• Enter maintenance requests and guest service needs through GXP and follow up to ensure requests are resolved.
• Process purchases from the hotel's Pantry and accurately complete related transactions.
• Follow Marriott brand standards, hotel policies, safety procedures, and guest privacy requirements.
• Learn and occasionally provide Night Audit coverage. This overnight shift requires the ability to work independently and use sound judgment with limited supervision.
• Build positive working relationships and collaborate across hotel departments to support an efficient and welcoming guest experience.
• Perform other reasonable duties as requested to support hotel operations.

Qualifications

• At least one year of customer service experience 

• Previous experience in a hotel front desk, reservations, hospitality, reception, or another customer-facing environment is preferred.
• Experience providing service in a fast-paced environment and responding to a variety of guest or customer needs is a plus.

Skills & Abilities

• Strong customer service skills with a genuine interest in creating a welcoming and positive guest experience.
• Excellent verbal communication and interpersonal skills, with the ability to communicate clearly and professionally with guests and internal teams.
• Works collaboratively with Catering, Banquets, Sales, Operations, Housekeeping, and Engineering to coordinate guest needs and support hotel operations, events, and functions.
• Stays calm, professional, and solution-oriented when responding to guest concerns, changing priorities, or last-minute needs.
• Strong problem-solving skills and sound judgment, with the ability to work independently with minimal supervision when needed.
• Strong organization, time management, and attention to detail while managing multiple guest needs and front desk responsibilities.
• Reliable and punctual, with the flexibility to support team coverage based on hotel and guest needs.
• Bilingual communication skills are a plus.
• Ability to stand, sit, or walk for extended periods during the shift.
• Ability to work a flexible schedule, including afternoons, evenings, weekends, holidays, and occasional overnight Night Audit shifts.

Technical Skills

• Experience with Stay PMS or a similar hotel property management system is preferred.
• Familiarity with Empower, Dormakaba, GXP, Sertifi, StayPMS or comparable hotel systems is a plus.
• Comfortable learning and using technology to support reservations, mobile check-in, payment processing, guest requests, and room access.

Education

• High School Diploma, GED or equivalent experience required 

The hiring range for this position is $17.69 to $22.12 per hour.

The final salary offer will vary based on geographic location, individual education, skills, and experience. The position is eligible to participate in FM’s comprehensive Total Rewards program that includes an incentive plan, medical, dental and vision insurance, life and disability insurance, well-being programs, a 401(k) and pension plan, career development opportunities, tuition reimbursement, flexible work, and time off, including vacation and sick time. This position is eligible for Marriott employee discounts at participating hotels with successful completion of ongoing trainings.

Hobbs Brook Management LLC is an Equal Opportunity Employer and is committed to attracting, developing, and retaining a diverse workforce.