Guest Services Associate

EOS Hospitality; Harwich (MA); On-site; USD 54,443,000 - 57,308,000; Full time

Job summary

Wequassett Resort in Cape Cod seeks a polished Guest Services Associate to be the main ambassador of the Wequassett experience, ensuring gracious arrivals and departures and building genuine guest connections throughout stays.

You will anticipate needs, resolve inquiries confidently, and uphold Forbes Five-Star luxury standards while coordinating with departments and supporting the Concierge team during peak periods.

Qualifications

• Previous experience in a luxury hotel or resort environment preferred.
• Exceptional communication, organizational, and multitasking skills.
• A genuine passion for guest service and hospitality excellence.

Responsibilities

• Welcome guests with a warm, personalized, and professional demeanor, creating a lasting first and final impression.
• Perform seamless check-in and check-out procedures in accordance with Forbes Five-Star and resort service standards.
• Demonstrate comprehensive knowledge of all resort accommodations, amenities, dining venues, daily programming, and local attractions.
• Proactively identify guest preferences and opportunities to personalize each stay.
• Accurately utilize the property management system to manage reservations, billing, room assignments, and guest profiles.
• Respond to guest inquiries, requests, and concerns with urgency, discretion, and a solutions-oriented mindset.
• Coordinate and communicate guest requests with appropriate departments, ensuring follow-through and satisfaction.
• Assist with reservations, room changes, and special requests as needed.
• Support the Concierge team during peak periods and collaborate closely with all Front Office colleagues.
• Maintain a professional appearance, posture, and verbal communication consistent with Forbes standards.
• Expertly process approved, commissionable room upgrades within the property management system, maintaining accuracy, discretion, and transparency utilizing sales techniques.

Job description

Position Summary

Cape Cod’s only double Forbes Five-Star resort is seeking a polished and service-driven Guest Services Associate to serve as a primary ambassador of the Wequassett experience. This role is responsible for delivering a gracious arrival and departure experience while building genuine connections with guests throughout their stay. Guest Services Associates consistently anticipate guest needs, resolve inquiries with confidence, and uphold the highest standards of luxury hospitality.

Key Responsibilities

• Welcome guests with a warm, personalized, and professional demeanor, creating a lasting first and final impression.
• Perform seamless check-in and check-out procedures in accordance with Forbes Five-Star and resort service standards.
• Demonstrate comprehensive knowledge of all resort accommodations, amenities, dining venues, daily programming, and local attractions.
• Proactively identify guest preferences and opportunities to personalize each stay.
• Accurately utilize the property management system to manage reservations, billing, room assignments, and guest profiles.
• Respond to guest inquiries, requests, and concerns with urgency, discretion, and a solutions-oriented mindset.
• Coordinate and communicate guest requests with appropriate departments, ensuring follow-through and satisfaction.
• Assist with reservations, room changes, and special requests as needed.
• Support the Concierge team during peak periods and collaborate closely with all Front Office colleagues.
• Maintain a professional appearance, posture, and verbal communication consistent with Forbes standards.
• Expertly process approved, commissionable room upgrades within the property management system, maintaining accuracy, discretion, and transparency utilizing sales techniques.

Qualifications

• Previous experience in a luxury hotel or resort environment preferred.
• Exceptional communication, organizational, and multitasking skills.
• A genuine passion for guest service and hospitality excellence.

Hourly Rate:

$19.00 - $20.00 / hour based on experience and qualifications