Front Desk Agent

Ocean House Collections includes 3 luxury properties: The Ocean House with 49 luxury guest rooms and 18 Signature Suites, The Cottage Collection with 10 privately owned vacation homes, and The Ocean & Harvest Spa, a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. The properties offer over 10,000 square feet of indoor and outdoor meeting space and up to 8 unique dining options during the summer season, including Coast, a Forbes Travel Guide 5 Star rated fine dining experience. The Weekapaug Inn features 31 unique guest rooms and 4 two-bedroom signature suites, offering quintessentially New England accommodations with farm-to-table dining and inspired amenities. The Watch Hill Inn, established in 1845, includes 21 suite-style accommodations with chic, minimalist decor and cutting-edge technology.

About the role

The Night Auditor/Guest Relations Agent serves as the guest liaison for both resort and non-resort services. The role requires constant and consistent adherence to Ocean House Collections core values and standards of behavior, including Forbes 5-Star standards. The ideal candidate will proactively greet guests warmly, provide a pleasant and comfortable experience, and offer personalized services and resolutions. Exceptional ability to engage in friendly, polite conversation, even with upset guests, is essential.

Responsibilities

• Process nightly audit sequences to reset for the next day’s business, balancing applicable functions and verifying accuracy of credit card transactions and batch reports.
• Maintain scheduled walk-through/security checks of property’s public areas to ensure staff and guest safety.
• Answer phone calls and attend to guest requests to the best of your ability, escalating to a Supervisor/Manager when needed.
• Check-in and check-out hotel guests according to company standards.
• Receive reservation inquiries and book reservations for future hotel guests.
• Handle guest challenges and inquiries in person, over the phone, or via written communication.
• Provide information on the local area and activities (acting as concierge when necessary).
• Reconcile credit card charges and process cash and other forms of payment.
• File correspondence, reports, and other paperwork as outlined in checklists/SOPs.
• Keep staff informed of daily operations, such as special events, packages, promotions, and group check-ins through daily reports.
• Maintain a hazard-free work environment and be familiar with all emergency procedures of each property.
• Communicate clearly and persuasively in positive or negative situations; listen, clarify, and respond well to questions.
• Practice, manage, and promote the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations.
• Represent the Company with a positive attitude and professional presentation.
• Follow sustainability guidelines and practices related to the Company’s sustainability programs.
• Carry out any other duties within the broad spirit, scope, and purpose of this job description.

Requirements

• High school diploma or general education degree (GED); or one to three years of related experience and/or training; or equivalent combination of education and experience.
• Proficiency in Microsoft Word, Outlook, and Excel.
• Working knowledge of Maestro is preferred.
• Experience in a guest-facing service role preferred.
• Luxury hospitality experience preferred.
• Experience in a high-pressure, high-volume atmosphere preferred.
• Previous experience on a professional team preferred.
• Fluency in English, both verbally and in writing.
• Ability to perform job functions with attention to detail, speed, and accuracy under pressure or in tense/confrontational situations.
• Uphold Company standards, policies, and procedures.
• Prioritize and organize tasks and work area.
• Remain calm and resolve problems using good judgment as interpreted by management.
• Follow directions and work cohesively with co-workers as part of a team.
• Maintain confidentiality of guest/staff information and pertinent company data.

Schedule

The property operates 24 hours a day, 7 days a week, including all holidays. Hourly team members may be asked to work extended shifts and additional days based on business demands. The busiest days during the season (Memorial Day through Columbus Day) are weekends (Friday through Sunday) and holiday Mondays. All seasonal staff must be available to work all weekends, and time off requests for holiday weekends may not be granted. Flexibility to work both evening shifts (3-11pm) and overnight shifts (11pm-7am) is required. The scheduling manager will make every effort to maintain a consistent schedule for a healthy work/life balance, but reasonable flexibility during high season is necessary.

Pay

Salary range: $19.00 to $21.00 hourly.