Guest Experience Specialist — Front Desk

Colwen Management Inc; Somerville (MA); On-site; USD 30,000 - 31,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Flexible Spending Accounts

Paid Time Off

401K Plan – Traditional & Roth

Hotel Discount Travel Program

Associate Discounts – Travel, Ent., &

Training and Development

Job summary

The Row 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 check-in/out, reservations, andprovide local area information with a guest-first approach.

Responsibilities include maintaining lobby standards, coordinating with housekeeping, processing payments, and delivering exceptional guest service during all interactions. A one-year hotel front desk experience is preferred.

Qualifications

• Minimum one year of related hotel front desk experience.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Familiarity with local area; able to provide directions and maps to local attractions.
• Proficient with Microsoft Office Suite and ability to learn property management system (PMS).

Responsibilities

• Operate the front desk and assist guests with inquiries during pre-arrival, registration, stay, checkout, and post-departure.
• Provide exceptional guest service.
• Ensure check-in/check-out is timely and accurate.
• Warmly welcome all guests and confirm reservations.
• Process guest check-in: assign rooms and collect payments.
• Handle guest requests with urgency and professionalism.
• Investigate and resolve guest complaints about service or accommodations.
• Maintain knowledge of hotel policies, rates, discounts, and local events.
• Coordinate with Housekeeping to track room readiness and guest requests.
• Maintain lobby areas neat and orderly and adhere to brand standards.

Skills

Verbal and written communication

Organizational skills

Customer service

Local area knowledge

Microsoft Office

Tools

Microsoft Office Suite

Job description

The Row 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 check-in/out, reservations, andprovide local area information with a guest-first approach.

Responsibilities include maintaining lobby standards, coordinating with housekeeping, processing payments, and delivering exceptional guest service during all interactions. A one-year hotel front desk experience is preferred.