Front Desk Associate - The Row at Assembly Row - Colwen Management : Job Details

Job Category: Rooms Front Office

Requisition Number: FRONT002168

Posted: July 23, 2024

Employment Type: Full-Time

The Row Hotel at Assembly Row 360 Foley Street Somerville, MA 02145, USA

The Row at Assembly Row is seeking a friendly, customer service-focused Front Desk Associate to join our team. In this position, you will be responsible for guest registration, making reservations, and providing guests with information about the hotel and the local area. If you have a knack for customer service and previous service-related work experience, wed like to meet you.

Colwen Hotels is a dynamic and growing hotel company, with an extraordinary portfolio of award-winning hotels. We are a hospitality group built on hard work, character, and authenticity. We cultivate ideas and empower individuals to bring forward-thinking concepts to life to enrich guest experiences. Staying ahead of the curve is what has made us who we are today, and we strive to keep our ideas fresh. We currently have 40 hotels in our portfolio operating across 10 states.

General Responsibilities:

• Operate the front desk and assist guests with inquiries and other needs during pre-arrival, registration, stay, checkout, and post-departure.
• Provide exceptional guest service.
• Efficiently manage the operations of the front desk, ensuring check-in and check-out is timely.
• Warmly and professionally welcome all guests.
• Process guest check-in: confirm reservations, assign guest rooms.
• Treat requests with professionalism, tact, and courtesy; act with a sense of urgency.
• Ensure that all complaints regarding service and/or accommodations are investigated and resolved.
• Maintain knowledge of hotel policies including rates, discounts, special offers, and community events.
• Maintain knowledge of upcoming events, local area, and hotel offerings.
• Ensure prompt delivery of billing to guests.
• Process all payment types, e.g., charges, cash, checks, debit, or credit cards.
• Discreetly handle confidential guest information.
• Coordinate with the Housekeeping Department to track room readiness and communicate guest requests and concerns.
• Ensure lobby and shared areas are neat and orderly.
• Adhere to all Colwen and brand standards.
• Maintain STRICT key controls.
• Perform other related duties as assigned; you may be required to perform a variety of different job duties and functions in various departments during the course of a shift.

Requirements:

• One year of related experience, hotel preferred.
• Prior Hilton brand experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Superior interpersonal and customer service skills, with the ability to deal with difficult guests.
• Familiarity with the local area and ability to provide directions and maps to local attractions and destinations.
• Proficient with Microsoft Office Suite and common computer software programs.
• Ability to learn computer software programs and operate property management system.
• Willingness to work a 7-day rotational work schedule including nights, weekends, and holidays.

Weve got you covered: Benefits & Perks

• Medical Insurance with Company-Funded HRA.
• Vision Insurance.
• Flexible Spending Accounts.
• Wide Array of Supplemental Insurance Offerings.
• Paid Time Off Programs.
• Employee Assistance Program.
• 401K Plan Traditional & Roth Options with Employer Match.
• Hotel Discount Travel Program for Associates & Family.
• Exclusive Associate Discounts Travel, Entertainment, & Retail.
• Training and Development Programs.

Colwen Hotels is an equal opportunity employer. EOE M/F/D/V