Front Desk Associate

1 month ago


Somerville, Massachusetts, United States Colwen Hotels Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Associate to join our team at The Row at Assembly Row. As a key member of our front desk team, you will be responsible for providing exceptional guest service, managing the front desk operations, and ensuring a seamless guest experience.

Key Responsibilities
  • Operate the front desk and assist guests with inquiries and other needs during pre-arrival, registration, stay, checkout, and post-departure.
  • Provide exceptional guest service and ensure that all guests feel welcome and valued.
  • Efficiently manage the operations of the front desk, ensuring check-in and check-out are timely and accurate.
  • Process guest check-in, confirm reservations, assign guest rooms, and handle guest requests and concerns.
  • Maintain knowledge of hotel policies, including rates, discounts, special offers, and community events.
  • Ensure that all complaints regarding service and/or accommodations are investigated and resolved.
  • Maintain knowledge of upcoming events, local area, and hotel offerings.
  • Ensure prompt delivery of billing to guests and process all payments types.
  • Discreetly handle confidential guest information and maintain STRICT key controls.
  • Coordinate with Housekeeping Department to track room readiness and communicate guest requests and concerns.
  • Ensure lobby and shared areas are neat and orderly.
  • Adhere to all Colwen and brand standards.
Requirements
  • One year of related experience, hotel preferred.
  • Prior Hilton brand experience preferred.
  • Bilingual - English/Spanish.
  • Excellent verbal and written communications skills.
  • Strong organizational skills and attention to detail.
  • Superior interpersonal and customer service skills, ability to deal with difficult guests.
  • Familiarity with local area, ability to provide directions and maps to local attractions and destinations.
  • Proficient with Microsoft Office Suite and common computer software programs.
  • Ability to learn computer software programs and operate property management system.
  • Willingness to work 7-day rotational work schedule including nights, weekends, and holidays.
Benefits & Perks
  • Medical Insurance with Company-Funded HRA.
  • Dental Insurance.
  • Vision Insurance.
  • Flexible Spending Accounts.
  • Wide-Array of Supplemental Insurance Offerings.
  • Paid Time Off Programs.
  • Employee Assistance Program.
  • 401K Plan - Traditional & Roth Options with Employer Match.
  • Hotel Discount Travel Program for Associates & Family.
  • Exclusive Associate Discounts - Travel, Entertainment, & Retail.
  • Training and Development Programs.
  • Career Advancement Opportunities.

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