PM Front Desk Associate - Fairfield Inn Sudbury

Hotel•Sudbury, MA

About The Position

Fairfield Inn Sudbury, a Colwen Hotels property, is seeking a friendly, customer service-focused PM Front Desk Associate for the 3:00 PM–11:00 PM shift. The associate handles guest registration and reservations and provides information about the hotel and local area. They support guests throughout the full stay, from pre-arrival through post-departure, while maintaining efficient front desk operations and following Colwen and brand standards. The role may also involve performing other duties or functions in various departments during a shift.

Requirements

One year of related experience; hotel 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

Prior brand experience preferred.
Hotel experience preferred.

Responsibilities

Operate the front desk and assist guests with inquiries and needs before arrival, during registration and their stay, at checkout, and after departure.
Provide exceptional guest service and warmly and professionally welcome guests.
Manage front desk operations and ensure timely check-in and checkout.
Confirm reservations and assign guest rooms during check-in.
Handle guest 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 attractions, and hotel offerings.
Ensure prompt delivery of guest bills and process payments by charges, cash, checks, debit cards, or 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.
Maintain strict key controls and adhere to Colwen and brand standards.
Perform other related duties as assigned, including duties in various departments during a shift.