Guest Service Associate

The Cove Rockport 1 King St Rockport, MA 01966, USA 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) 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 Small team setting with close collaboration across departments More personalized guest interaction compared to large hotels 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. #J-18808-Ljbffr Hotel Lucine