The Front Desk Associate Associate is responsible for supporting the daily guest experience by providing warm, polished, professional front desk service and assisting with day-to-day property operations.
This role serves as a key point of contact for guests and supports the Front Desk Manager and management team with guest communication, arrivals, reservations, room readiness, property presentation, food and beverage support, and general operational needs.
The ideal person is friendly, organized, detail-oriented, service-driven, and comfortable working in a boutique luxury hospitality environment. This position requires excellent communication, good judgment, flexibility, and the ability to follow established standards and procedures.
Essential Duties and Responsibilities
Guest Experience & Communication
- Welcome guests in a warm, polished, and professional manner.
- Answer incoming phone calls promptly and professionally.
- Monitor missed calls, voicemails, and guest messages and respond or escalate as appropriate.
- Respond to guest emails and inquiries clearly, professionally, and in a timely manner.
- Assist with guest communications through Cloudbeds and other approved platforms.
- Support guests before, during, and after their stay.
- Provide basic concierge-level recommendations, including wineries, restaurants, transportation, and local experiences.
- Maintain working knowledge of Polo House amenities, room types, property features, and local offerings.
- Assist guests with questions about the property, including heating/cooling, Wi-Fi, lighting, music, and other basic in-room or property features.
- Support booking inquiries by answering basic questions and directing more complex reservation, pricing, group booking, or buyout inquiries to management.
- Escalate guest complaints, special requests, discounts, refunds, safety concerns, and unusual situations to the Front Desk Manager or management team.
Reservations & Systems Support
- Use Cloudbeds and other property systems to assist with reservations, guest profiles, guest messages, and stay details.
- Use RingCentral or other phone systems to manage calls and guest communication.
- Use Breezeway or other operations platforms to coordinate with housekeeping, maintenance, and management.
- Follow company procedures for documenting guest requests, issues, notes, and follow-up items.
- Assist with basic troubleshooting related to guest experience, including Wi-Fi, music, lighting, locks, or other common issues.
- Report system, lock, camera, access, or technical issues to management promptly.
- Follow company procedures for secure system access, passwords, guest information, and property technology.
Guest Arrivals & Departures
- Assist with preparing for guest arrivals and departures.
- Review arrival information and special requests before guest check-in.
- Inspect guest rooms and common areas prior to arrival to confirm they are clean, staged, and guest-ready.
- Assist with arrival setups, including snacks, beverages, welcome cards, and room presentation.
- Greet guests upon arrival when scheduled or required.
- Assist guests with check-in, check-out, luggage support, directions, and property orientation as needed.
- Communicate arrival, departure, and guest service updates to the appropriate team members.
Guest Arrivals & Departures
- Assist with preparing for guest arrivals and departures.
- Review arrival information and special requests before guest check-in.
- Inspect guest rooms and common areas prior to arrival to confirm they are clean, staged, and guest-ready.
- Assist with arrival setups, including snacks, beverages, welcome cards, and room presentation.
- Greet guests upon arrival when scheduled or required.
- Assist guests with check-in, check-out, luggage support, directions, and property orientation as needed.
- Communicate arrival, departure, and guest service updates to the appropriate team members.
Guest Arrivals & Departures
- Assist with preparing for guest arrivals and departures.
- Review arrival information and special requests before guest check-in.
- Inspect guest rooms and common areas prior to arrival to confirm they are clean, staged, and guest-ready.
- Assist with arrival setups, including snacks, beverages, welcome cards, and room presentation.
- Greet guests upon arrival when scheduled or required.
- Assist guests with check-in, check-out, luggage support, directions, and property orientation as needed.
- Communicate arrival, departure, and guest service updates to the appropriate team members.
Property Presentation & Daily Operations
- Support daily opening and closing procedures according to company checklists.
- Turn on/off lights, music, fireplaces, and ambiance settings as directed.
- Help ensure all guest-facing areas are clean, organized, and aligned with Polo House standards.
- Walk the property regularly to identify items that need attention.
- Report cleanliness, maintenance, landscaping, safety, or presentation issues to the appropriate team.
- Assist with keeping front desk, lobby, common areas, service zones, and back-of-house areas clean and organized.
- Help ensure trash, deliveries, guest amenities, and supplies are handled according to property procedures.
- Water plants or assist with light property presentation tasks when needed and reasonable.
- Support housekeeping, maintenance, kitchen, and management teams with guest-related operational needs.
Food & Beverage Support
- Assist with breakfast service when scheduled.
- Take guest orders and communicate clearly with kitchen or service team members.
- Serve food and beverages in a polished and professional manner.
- Prepare and serve basic coffee and espresso beverages, including lattes, if trained.
- Assist with wine service if properly trained and certified as required.
- Assist with preparation and presentation of guest offerings, which may include cookies, popcorn, ice cream, charcuterie, snacks, beverages, or other curated items.
- Maintain cleanliness of food and beverage areas, including coffee stations, dishes, glassware, flatware, counters, and service areas.
- Follow all food safety, alcohol service, cleanliness, and sanitation procedures.
- Notify management when food, beverage, or guest amenity inventory is running low.
Inventory & Supplies Support
- Monitor front-of-house supplies and notify management when items need to be reordered.
- Help organize branded materials, guest amenities, snacks, beverages, toiletries, office supplies, and operational supplies.
- Restock guest-facing areas as needed.
- Keep storage and supply areas neat, clean, and organized.
- Assist with receiving, unpacking, and organizing deliveries.
Vendor & Local Partner Support
- Greet vendors, contractors, delivery drivers, and service providers when they arrive on property.
- Notify management or the appropriate team member when vendors arrive.
- Provide access to vendors only as authorized.
- Assist with local partner pickups or deliveries when directed.
- Escalate vendor issues, delays, access problems, or service concerns to management.
Team Communication
- Communicate clearly and respectfully with housekeeping, maintenance, kitchen, front desk, and management teams.
- Share guest feedback, service issues, maintenance concerns, and operational notes promptly.
- Use approved communication channels to keep the team informed.
- Ask questions when expectations are unclear.
- Follow SOPs, checklists, and management direction.
Standards & Expectations
- Maintain a polished, professional appearance at all times.
- Provide warm, attentive, five-star hospitality.
- Be reliable, punctual, and prepared for each shift.
- Maintain composure in a fast-paced, guest-facing environment.
- Follow company policies, brand standards, and property procedures.
- Pay close attention to details that impact the guest experience.
- Treat guests, team members, vendors, and the property with respect.
- Maintain confidentiality of guest, employee, vendor, and company information.
- Escalate issues appropriately rather than making decisions outside the scope of the role.
Required Training / Certifications
The employee may be required to complete training or certifications based on assigned duties, including:
- Food handler training or certification, if applicable
- Responsible Beverage Service training or certification, if applicable
- Guest communication and reservation system training
- Property opening and closing procedures
- Emergency and safety procedures
- Guest privacy and confidentiality procedures
- Lock, access, and security procedures
- Food and beverage service standards
- Polo House brand and guest experience standards
Physical Requirements
- Ability to stand and remain on feet for extended periods during a shift.
- Frequent walking throughout the property.
- Ability to lift and carry items up to 25 pounds, and occasionally more with assistance.
- Ability to use computers, phones, reservation systems, and communication platforms for extended periods.
- Ability to communicate clearly and professionally in person, by phone, and through digital channels.
- Ability to work in a fast-paced, guest-facing environment.
- Flexibility to work varied schedules, including days, evenings, weekends, and holidays.
- Ability to perform essential job functions with or without reasonable accommodation.
Pay: $23.00 per hour
Work Location: In person
