Front Desk Associate - Homewood Suites by Hilton Chelsea

Hotel•Chelsea, MA

About The Position

Homewood Suites Chelsea, a Colwen Hotels property, is seeking a customer service-focused Front Desk Associate. The role is responsible for guest registration, reservations, and providing information about the hotel and local area. The associate operates the front desk and assists guests throughout their stay, from pre-arrival through post-departure, while maintaining hotel and brand standards. The position may also require performing a variety of duties in other departments during a shift.

Requirements

One year of related experience; hotel experience preferred.
Prior brand experience preferred.
Bilingual in English and Spanish.
Excellent verbal and written communication skills.
Strong organizational skills and attention to detail.
Superior interpersonal and customer service skills, including the ability to deal with difficult guests.
Familiarity with the local area and ability to provide directions and maps to local attractions and destinations.
Proficiency with Microsoft Office Suite and common computer software programs.
Ability to learn computer software programs and operate a property management system.
Willingness to work a seven-day rotational schedule, including nights, weekends, and holidays.

Nice To Haves

Hotel experience.
Prior brand experience.

Responsibilities

Operate the front desk and assist guests with inquiries and needs during pre-arrival, registration, stay, checkout, and post-departure.
Provide exceptional guest service and manage front desk operations to ensure timely check-in and check-out.
Welcome guests warmly and professionally; confirm reservations and assign rooms during check-in.
Handle requests professionally, tactfully, courteously, and with urgency.
Investigate and resolve complaints regarding service or accommodations.
Maintain knowledge of hotel policies, rates, discounts, special offers, community events, local area, and hotel offerings.
Ensure prompt delivery of guest billing and process payments, including charges, cash, checks, debit cards, and credit cards.
Handle confidential guest information discreetly.
Coordinate with Housekeeping to track room readiness and communicate guest requests and concerns.
Keep the lobby and shared areas neat and orderly.
Adhere to Colwen and brand standards and maintain strict key controls.
Perform other related duties as assigned, including potentially working in various departments during a shift.