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Guest Service Associate
Job
The Cove at Rockport
Rockport, MA (In Person)
Full-Time
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Job Description
Front Desk Associate Position Summary The Front Desk Associate is the first point of contact for guests and plays a key role in creating a welcoming, personalized experience. In a 21-room boutique hotel, this role requires attention to detail, strong communication skills, and the ability to multitask while maintaining a warm and professional atmosphere. Key Responsibilities Guest Services
- Greet guests warmly upon arrival and provide a personalized check-in/check-out experience
- Handle reservations, cancellations, and room assignments efficiently
- Respond promptly to guest inquiries, requests, and concerns
- Provide recommendations for local dining, attractions, and services
- Anticipate guest needs to enhance their stay Operations
- Manage the front desk during assigned shifts (often independently due to small property size)
- Answer phone calls, emails, and booking inquiries
- Process payments, maintain accurate records, and balance cash/transactions
- Coordinate with housekeeping to ensure room readiness and cleanliness
- Monitor lobby and common areas to maintain a welcoming environment Administrative Duties
- Maintain reservation systems and guest profiles
- Prepare daily reports (occupancy, arrivals/departures, revenue summaries)
- Assist with inventory tracking (supplies, guest amenities) Problem Resolution
- Address and resolve guest complaints professionally and efficiently
- Handle unexpected situations calmly (over bookings, maintenance issues, etc.) Qualifications
- High school diploma or equivalent (hospitality experience preferred)
- Strong interpersonal and communication skills
- Ability to multitask, work independently yet be part of the bigger team
- Basic computer skills (hotel PMS systems a plus)
- Understanding hotel tech (messaging, TV, door locks)
- Flexible schedule, including evenings, weekends, and holidays Key Traits for Success
- Friendly, polished, and guest-focused demeanor
- Strong attention to detail
- Proactive and resourceful mindset
- Ability to create a personalized, memorable guest experience Work Environment
- Small team setting with close collaboration across departments
- More personalized guest interaction compared to large hotels
- May require handling multiple roles during a shift