About the position
Portland Harbor Hotel, a Colwen Hotels Property, is seeking a friendly, customer service focused Front Desk Associate to join our team. In this position you will be responsible for guest registration, making reservations, and providing guests with information about the hotel and the local area. If you have a knack for customer service and previous service-related work experience, we'd like to meet you. Colwen Hotels is a dynamic and growing hotel company, with an extraordinary portfolio of award-winning hotels. We are a hospitality group built on hard work, character, and authenticity. We cultivate ideas and empower individuals to bring forward-thinking concepts to life to enrich guest experiences. Staying ahead of the curve is what has made us who we are today, and we strive to keep our ideas fresh. We currently have 40 hotels in our portfolio operating across 10 states.
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.
- Efficiently manage the operations of the front desk, ensuring check-in and check-out is timely.
- Warmly and professionally welcome all guests.
- Process guest check-in: confirm reservations, assign guest rooms.
- Treat requests with professionalism, tact, and courteous manner; act with a sense of urgency.
- Ensure that all complaints regarding service and/or accommodations are investigated and resolved.
- Maintain knowledge of hotel policies including rates, discounts, special offers and community events.
- Maintain knowledge of upcoming events, local area, and hotel offerings.
- Ensure prompt delivery of billing to guests.
- Process all payment types e.g. charges, cash, checks, debit or credit cards.
- Discreetly handle confidential guest information.
- 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.
- Maintain STRICT key controls.
- Perform other related duties as assigned, you may be required to perform a variety of different job duties and functions in various departments during the course of a shift.
Requirements
- One year of related experience, hotel 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
- Parking Pass in Portland, ME.
- 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.
