Front Desk Associate - The Row at Assembly Row

Hotel•Somerville, MA

10d

About The Position

The Front Desk Associate at The Row at Assembly Row is responsible for guest registration, reservations, and providing information about the hotel and local area. The role supports guests throughout their stay, from pre-arrival through post-departure, while ensuring timely check-in and checkout and providing professional, courteous service. The associate processes reservations, room assignments, payments, and billing; responds to guest requests and complaints; coordinates with Housekeeping on room readiness and guest needs; and helps maintain orderly lobby and shared areas. The position requires adherence to hotel and brand standards, careful handling of confidential information, and strict key control. Associates may also be assigned varied duties in different departments during a shift.

Requirements

One year of related experience; hotel experience preferred.
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 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

Prior hotel brand experience preferred.
Hotel experience preferred.

Responsibilities

Operate the front desk and assist guests with inquiries and needs throughout pre-arrival, registration, stay, checkout, and post-departure.
Provide exceptional guest service and warmly welcome guests in a professional manner.
Manage front desk operations and ensure timely check-in and checkout.
Confirm reservations and assign guest rooms.
Handle guest requests professionally, tactfully, courteously, and with urgency.
Investigate and resolve complaints about service or accommodations.
Maintain knowledge of hotel policies, rates, discounts, special offers, community events, local attractions, and hotel offerings.
Ensure prompt delivery of guest billing and process payments by charge, cash, check, debit card, or credit card.
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 assigned duties, potentially across various departments during a shift.