Guest Services Associate

EOS Hospitality; Harwich (MA); On-site; USD 23,000 - 32,000; Full time

Job summary

Wequassett in Cape Cod seeks a polished Guest Services Associate to deliver Forbes Five-Star level arrivals and departures, building authentic connections with guests throughout their stay.

You will manage check-in/check-out, know resort amenities, personalize experiences, and operate the property management system while collaborating with Concierge and Front Office to ensure flawless service.

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.

Skills

Experience in luxury hospitality

Guest service excellence

Communication skills

Organizational skills

Multitasking abilities

Job description

• On-site
• FRONT OFFICE
• Full-Time
• Requisition #: GUEST008599

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: starting at $20 / hour based on experience and qualifications

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.