Guest Service Asssociate Innkeeper

Lark Hospitality Career Site•Woodstock, VT

4d•Onsite

About The Position

The Guest Service Associate Innkeeper assists the General Manager with overseeing the safe, efficient, and profitable operation of the front desk while ensuring the highest levels of guest satisfaction. This leadership role involves delegating tasks, providing training and support, and ensuring resources are available for the front desk staff. Additionally, this position works as a hands-on member of the team to deliver attentive, friendly, and hospitable service—including handling reservations, accounts, check-ins/outs, and guest relations. You will act as the Manager on Duty (MOD) in the absence of the Guest Service Manager and will directly oversee Food & Beverage (F&B) operations, including service quality, inventory control, and staff training.

Requirements

Previous experience in hotel front desk operations, hospitality, or guest services (leadership/supervisory experience preferred).
Experience or strong familiarity with Food & Beverage (F&B) service and inventory management.
Proficiency with property management systems (PMS) and basic bookkeeping/cash-handling procedures.
Strong multi-tasking, problem-solving, and communication skills.
Reliability: Regular, punctual attendance is required to support the team.
Flexibility: Ability to work a flexible schedule, including weekends, nights, and holidays, based on hotel and guest needs.
Communication: Speak and write effectively using professional language, tone, and positive body language.
Safety First: Strict adherence to all company safety policies and procedures is a condition of employment.
Adaptability: Ability to understand and execute instructions directed by the General Manager/Supervisor.
Display a positive, "can-do" attitude and a high level of professionalism.
Greet every guest with a smile and a friendly "hello."
Comply with all hotel policies, privacy standards, and guidelines outlined in the Employee Handbook.
Identify and report potential safety or security risks immediately to management.
Arrive to work on time, neat in appearance, and in the appropriate uniform/footwear.
Demonstrate a team-first mindset by helping coworkers, even if a task falls outside your specific job duties.

Responsibilities

Assist with front desk scheduling, coverage, and training.
Delegate tasks and provide ongoing support to front desk staff.
Assist in managing the reservations process using suggestive selling techniques.
Stay updated on local rates, inventory, group blocks, and promotions to maximize room revenue.
Welcome and check-in guests warmly; handle phone etiquette, guest inquiries, requests, and complaints efficiently to guarantee total guest satisfaction.
Oversee Food & Beverage operations, managing service standards, inventory levels, and training front desk staff on F&B procedures.
Verify accuracy in the property management system.
Assist in overseeing accounting functions, including cash banks, accounts receivable (A/R), credit card processing, and night audit functions.
Monitor the reservations email, manage shift-to-shift information transfers, and maintain open communication with Housekeeping and Maintenance departments.
Maintain expert knowledge of room types, local restaurants, and area attractions to provide high-quality recommendations to guests.
Act as the Manager on Duty (MOD) in the absence of the Guest Service Manager.
Directly oversee Food & Beverage (F&B) operations, including service quality, inventory control, and staff training.