Guest Experience Lead: Night Audit & Front Desk

Colwen Management Inc; Natick, Northern (MA, KY); Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

401K Plan – Traditional & Roth Options

Hotel Discount Travel Program

Paid Time Off

Job summary

Colwen Management Inc. is seeking a PM Front Desk/Night Audit at Residence Inn Natick. The role covers 2 overnight shifts and 3 PM front desk shifts, blending front desk duties with nightly audit responsibilities.

You will balance ledgers, post charges, assist guests, and ensure smooth check-in/out while maintaining guest privacy and brand standards. The position demands strong communication, organizational skills, and a customer-service mindset, with on-site work in Natick, MA.

Qualifications

• 1 year of related hotel experience or equivalent preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Superior interpersonal and customer service abilities, including dealing with difficult guests.
• Familiarity with the local area and ability to provide directions.
• Proficiency with Microsoft Office Suite and common computer software.
• Ability to learn and operate property management software.

Responsibilities

• Operate the front desk and assist guests with inquiries during pre-arrival, stay, and checkout.
• Perform end-of-day tasks including posting charges and balancing ledgers.
• Run night audit and daily close; ensure accurate daily closing reports.
• Provide exceptional guest service and warmly welcome all guests.
• Ensure timely check-in/check-out and guestroom assignment.
• Handle guest requests with urgency and courtesy; resolve complaints.
• Maintain knowledge of hotel policies, rates, discounts, and local events.
• Protect confidential guest information and adhere to brand standards.

Skills

Verbal and written communication

Interpersonal skills

Organizational skills

Customer service

Local area knowledge

Tools

Microsoft Office Suite

Property Management System

Job description

Colwen Management Inc. is seeking a PM Front Desk/Night Audit at Residence Inn Natick. The role covers 2 overnight shifts and 3 PM front desk shifts, blending front desk duties with nightly audit responsibilities.

You will balance ledgers, post charges, assist guests, and ensure smooth check-in/out while maintaining guest privacy and brand standards. The position demands strong communication, organizational skills, and a customer-service mindset, with on-site work in Natick, MA.