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Hospitality Associate

3 months ago

Boston, United States Forrest Solutions Full time

Are you passionate about delivering top-notch customer service and creating memorable experiences? We are seeking a Hospitality Associate to join our team and become the “go-to” person on the floor, ensuring a hospitality-based experience for our customers. This role is pivotal in providing direct assistance and connecting guests with the right resources, all while maintaining the high standards of our office environment.


Responsibilities include, but are not limited to:

  • Serve as the key point of contact on the floor, offering a hospitality-focused experience for customers and interfacing with office services.
  • Provide visible support for guests and visitors, connecting them with the appropriate resources and responding to ad hoc questions.
  • Optimize meeting rooms and hoteling workspaces, ensuring reserved spaces are utilized effectively.
  • Advocate for the client’s hoteling culture, assisting guests in securing workspace.
  • Offer real-time meeting support on all office floors, including connecting with meeting organizers, providing in-meeting support, and resetting rooms post-meeting.
  • Ensure room requirements align with client expectations, including checking lighting, supplies, AV equipment, and temperature.
  • Collaborate with the facility maintenance team to maintain a pristine office environment, reporting any issues such as furniture stains or lighting problems.
  • Ensure additional equipment is properly stored and secured when not in use.
  • Maintain strong customer relations, staying informed about in-house and area functions to provide timely and knowledgeable responses in person, via email, or on the phone.
  • Use tools and resources to identify creative solutions, anticipating customer needs to maintain a first point of contact resolution.
  • Capture and report data on customer interactions.
  • Verify room occupancy and reclaim unused meeting space when necessary.
  • Demonstrate initiative in handling increasing responsibilities over time.
  • Open and close the work area at scheduled times, ensuring full preparation for operations.
  • Work independently with minimal supervision.
  • Maintain a professional appearance and demeanor at all times.
  • Communicate effectively with other operational departments.
  • Monitor all meeting rooms for participant arrivals/departures, no-shows, and ensure the correct number of participants.


Essential Skills Required:

  • Client-first mentality
  • Leads by example with confidence, energy, and enthusiasm
  • Actively listens and identifies both spoken and unspoken needs
  • Performs well under pressure
  • Adapts communication style to suit various personalities and situations
  • Exhibits good listening skills and a professional demeanor
  • Thrives in a fast-paced environment
  • Comfortable navigating clients of all professional levels
  • Strong technical skills (Microsoft Office Suite, Google Docs, audio/visual equipment)
  • Ability to stand and walk for long periods in a fast-paced work environment


EXCELLENT CUSTOMER SERVICE IS A REQUIREMENT

Preferred Qualifications:

  • 2-3 years of experience in service industries such as Hotel, Restaurant, Hospitality, and/or Event Planning.