About us

Perfectly nestled in Lexington, Massachusetts, just 15 miles outside Boston, the Inn at Hastings Park provides unrivaled hospitality and exceptional culinary experiences. The Boston area’s only Relais & Châteaux property, the Inn features 22 stylishly luxurious accommodations, including a lovingly preserved guest house and barn that merge Lexington’s historic heritage and architecture with a contemporary American chic design.

An immersive food and wine destination unlike any other in New England, the Inn provides a delicious respite for those in-the-know, from a transformed seasonal menu at upscale Town Meeting Bistro, to the exclusive Culinary Garden. Inn owner Trisha Pérez Kennealy also shares her passion for teaching in her role as Culinary Educator, offering indoor and outdoor cooking classes for hotel and day guests alike.

Summary

Evening lead guest experience position in charge of all guest communication pre/post stay, being the direct liaison for the guests with all the hotel’s departments.
Essential Duties and Responsibilities include but are not limited to:
▪ Communicating with guests prior to their stay to actively enhance their stay and keep all other departments in the know.
▪ Strong focus on creating, maintaining and enhancing all service standards for front and back of house
▪ Providing exemplary service through listening to and resolving guest concerns and thorough follow up and investigation.
▪ Perform room inspections as necessary
▪ Development and maintenance of guest services program for all guests
▪ Direct follow up with guests on guest experience issues.
• Greet customers immediately with a friendly and sincere welcome.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate.
• Process guest reservations in a timely and professional manner.
• Take ownership of guest’s challenges and follow through to ensure guest satisfaction.
• Maintains high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per Inn standards)
• Escorts guests to their rooms and familiarizes them with Inn services and amenities.
• Explains features of the room including operation of radio, television, telephone. Upon departure, assists the guest by transporting luggage from room and helping the guest load luggage into vehicle
• Provides well-informed information about local features such as shopping, dining, nightlife, and recreational activities and offer recommendations tailored to guests' goals and needs
• Maintains current listing of local and area attractions, special events and activities Assists guests with dining reservations, sightseeing and transportation arrangements. Processes phone reservations and delivers messages when necessary.
• Monitors guest requests for housekeeping and maintenance and assist housekeeping with guest requests

Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
• Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional guest situations; Responds promptly to guest needs; Solicits guest feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Teamwork - Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Adaptability - Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Takes responsibility for own actions.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Education and/or Experience
High School diploma, general education degree or international equivalent required. College degree preferred. Experience: Previous Front Office experience in in a luxury property required. Previous customer service and general computer experience required.

Physical Demands
While performing the duties of this Job, the employee is regularly required to walk. The employee is frequently required to stand. The employee is often required to talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

- Medical, vision and dental insurance

- 401K 

- Monthly service fee distribution

- Discounts at other Relais and Chateaux properties around the world