Guest Service Associate

Front Desk Associate

Position Summary

The Front Desk Associate is the first point of contact for guests and plays a key role in creating a welcoming, personalized experience. In a 21-room boutique hotel, this role requires attention to detail, strong communication skills, and the ability to multitask while maintaining a warm and professional atmosphere.

Key Responsibilities

Guest Services

• Greet guests warmly upon arrival and provide a personalized check-in/check-out experience
• Handle reservations, cancellations, and room assignments efficiently
• Respond promptly to guest inquiries, requests, and concerns
• Provide recommendations for local dining, attractions, and services
• Anticipate guest needs to enhance their stay

Operations

• Manage the front desk during assigned shifts (often independently due to small property size)
• Answer phone calls, emails, and booking inquiries
• Process payments, maintain accurate records, and balance cash/transactions
• Coordinate with housekeeping to ensure room readiness and cleanliness
• Monitor lobby and common areas to maintain a welcoming environment

Administrative Duties

• Maintain reservation systems and guest profiles
• Prepare daily reports (occupancy, arrivals/departures, revenue summaries)
• Assist with inventory tracking (supplies, guest amenities)

Problem Resolution

• Address and resolve guest complaints professionally and efficiently
• Handle unexpected situations calmly (over bookings, maintenance issues, etc.)

Qualifications

• High school diploma or equivalent (hospitality experience preferred)
• Strong interpersonal and communication skills
• Ability to multitask, work independently yet be part of the bigger team
• Basic computer skills (hotel PMS systems a plus)
• Understanding hotel tech (messaging, TV, door locks)
• Flexible schedule, including evenings, weekends, and holidays

Key Traits for Success

• Friendly, polished, and guest-focused demeanor
• Strong attention to detail
• Proactive and resourceful mindset
• Ability to create a personalized, memorable guest experience

Work Environment

• Small team setting with close collaboration across departments
• More personalized guest interaction compared to large hotels
• May require handling multiple roles during a shift