Guest Service Associate

Front Desk Associate
Position Summary
The Front Desk Associate is the first point of contact for guests and plays a key role in creating a welcoming, personalized experience.

In a 21-room boutique hotel, this role requires attention to detail, strong communication skills, and the ability to multitask while maintaining a warm and professional atmosphere.
Key Responsibilities
Guest Services


* Greet guests warmly upon arrival and provide a personalized check-in/check-out experience


* Handle reservations, cancellations, and room assignments efficiently


* Respond promptly to guest inquiries, requests, and concerns


* Provide recommendations for local dining, attractions, and services


* Anticipate guest needs to enhance their stay

Operations


* Manage the front desk during assigned shifts (often independently due to small property size)


* Answer phone calls, emails, and booking inquiries


* Process payments, maintain accurate records, and balance cash/transactions


* Coordinate with housekeeping to ensure room readiness and cleanliness


* Monitor lobby and common areas to maintain a welcoming environment

Administrative Duties


* Maintain reservation systems and guest profiles


* Prepare daily reports (occupancy, arrivals/departures, revenue summaries)


* Assist with inventory tracking (supplies, guest amenities)

Problem Resolution


* Address and resolve guest complaints professionally and efficiently


* Handle unexpected situations calmly (over bookings, maintenance issues, etc.)

Qualifications


* High school diploma or equivalent (hospitality experience preferred)


* Strong interpersonal and communication skills


* Ability to multitask, work independently yet be part of the bigger team


* Basic computer skills (hotel PMS systems a plus)


* Understanding hotel tech (messaging, TV, door locks)


* Flexible schedule, including evenings, weekends, and holidays

Key Traits for Success


* Friendly, polished, and guest-focused demeanor


* Strong attention to detail


* Proactive and resourceful mindset


* Ability to create a personalized, memorable guest experience

Work Environment


* Small team setting with close collaboration across departments


* More personalized guest interaction compared to large hotels


* May require handling multiple roles during a shift