Guest Experience Lead, Front Desk (Hotel)

Colwen Management Inc; Somerville, Northern (MA, KY); Hybrid; USD 29,000 - 30,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Flexible Spending Accounts

401K Plan – Traditional & Roth

Hotel Discount Travel Program

Exclusive Associate Discounts

Training and Development Programs

Paid Time Off

Job summary

The Row Hotel at Assembly Row, a Colwen Hotels Property, is seeking a friendly Front Desk Associate to join our team in Somerville, MA. You will handle guest registration, reservations, and provide information about the hotel and local area to ensure a memorable stay.

Responsibilities include welcoming guests, processing check-in/check-out, resolving complaints, and coordinating with Housekeeping. A 7-day rotating schedule, including nights and holidays, is required.

Qualifications

• One year of related experience, hotel preferred.
• Prior Brand experience preferred.
• Excellent verbal and written communications skills.
• Strong organizational skills and attention to detail.
• Superior interpersonal and customer service skills; ability to handle difficult guests.
• Familiarity with local area; provide directions to attractions and destinations.
• Proficient with Microsoft Office Suite and common software; learn PMS systems.
• Willingness to work a 7-day rotating schedule including nights, weekends, and holidays.

Responsibilities

• Operate the front desk and assist guests with inquiries during pre-arrival, registration, stay, checkout, and post-departure.
• Provide exceptional guest service.
• Efficiently manage front desk operations; ensure timely check-in/check-out.
• Warmly and professionally welcome all guests.
• Process guest check-in, confirm reservations, assign rooms.
• Coordinate with Housekeeping to track room readiness and guest requests.

Skills

Customer service

English fluency

Communication

Organizational skills

Microsoft Office

Team player

Job description

The Row Hotel at Assembly Row, a Colwen Hotels Property, is seeking a friendly Front Desk Associate to join our team in Somerville, MA. You will handle guest registration, reservations, and provide information about the hotel and local area to ensure a memorable stay.

Responsibilities include welcoming guests, processing check-in/check-out, resolving complaints, and coordinating with Housekeeping. A 7-day rotating schedule, including nights and holidays, is required.