Front Desk

Role Summary

The Junior Front Desk associate serves as the primary brand ambassador, ensuring a seamless and welcoming experience for every guest from arrival to departure. This full-time, Junior-level role balances high-touch guest service with essential administrative tasks in a Hybrid work setup. Success is measured by guest satisfaction scores, billing accuracy, and the efficient coordination of front-of-house operations.

Work Setup & Collaboration

• Hybrid Schedule: Combines scheduled on-site shifts for guest-facing operations with remote shifts dedicated to administrative tasks and booking management.
• High Collaboration: Works closely with housekeeping, maintenance, and management to ensure room readiness and facility standards.
• Operational Autonomy: Exercises independent judgment to resolve immediate guest concerns within established service guidelines.
• Small Team Agility: Requires flexibility to pivot between tasks in a fast-paced, boutique hospitality environment.
  
  

What You'll Do

• Execute check-in and check-out procedures accurately while providing a warm, professional welcome to all guests.
• Manage reservations and room assignments through the Property Management System (PMS), ensuring all data is current.
• Process payments and perform daily financial reconciliations with 100% accuracy and compliance with data privacy standards.
• Coordinate with housekeeping to monitor real-time room status and prioritize cleaning for early arrivals or VIPs.
• Resolve guest inquiries and service issues promptly, escalating complex matters to management when necessary.
• Manage digital communications, including email inquiries, OTA messages, and phone reservations, during remote and on-site shifts.
• Maintain lobby aesthetics and organization to ensure a premium first impression for arriving guests.
• Collaborate cross-functionally to support small-scale events or special guest requests as they arise.
• Take ownership of guest profile accuracy, ensuring preferences are documented for future visits.
  
  

Success Indicators

• Guest Satisfaction: Maintain an individual guest service rating of 4.5/5 or higher on internal and external reviews.
• Operational Efficiency: Achieve an average check-in time of under 5 minutes while maintaining high data accuracy.
• Responsiveness: Maintain a 2-hour or less response time for all digital guest inquiries and booking requests.
• Financial Accuracy: Zero unresolved discrepancies in daily cash handling and credit card processing reports.
  
  

Required Qualifications

• 1–2 years of experience in a customer-facing role, ideally within hospitality, premium retail, or high-end service environments.
• Technical Proficiency: Familiarity with Property Management Systems (PMS) or similar reservation and scheduling software.
• Communication: Exceptional verbal and written communication skills for professional guest interaction and async team updates.
• Problem-Solving: Ability to remain calm and resourceful when addressing guest complaints or unexpected operational shifts.
• Detail Orientation: High level of accuracy in data entry, financial processing, and following complex check-in protocols.
• Work Flexibility: Ability to work a rotating schedule that includes weekends and holidays to support peak hospitality hours.
  
  

Nice to Have

• Multilingual Skills: Proficiency in a second language to assist a diverse international guest base.
• Local Expertise: Deep knowledge of local dining, transportation, and attractions to provide curated recommendations.
• OTA Knowledge: Experience managing listings on platforms like Booking.com, Expedia, or Airbnb.
• Crisis Training: Basic certification in First Aid, CPR, or emergency response protocols.
  
  

About The Team/Environment

We operate as a high-velocity, boutique team where quality of service is our primary differentiator. Our environment is characterized by a high quality bar, modern digital tooling, and a flat communication structure that rewards proactive ownership. We value team members who are adaptable and eager to contribute to the growth of a small, premium hospitality brand.