Front Desk / Guest Services Associate

Sutter Mansion is looking for a friendly, professional, reliable, and guest-focused Front Desk / Guest Services Associate to join our team.

As a smaller hotel, we are looking for someone who is comfortable taking initiative, working independently, and helping across different areas of hotel operations when needed. The ideal candidate enjoys hospitality, communicates well with guests, and takes pride in providing a welcoming and professional experience.

Key Responsibilities

Guest Services

Welcome guests and provide a warm, professional experience.

Handle guest check-ins and check-outs accurately and efficiently.

Respond to guest questions, requests, and concerns in a courteous and professional manner.

Assist guests with information about hotel services, local restaurants, attractions, transportation, and other services.

Address guest concerns and work toward prompt and appropriate solutions.

Assist guests with luggage and other reasonable requests when needed.

Reservations & Front Desk Operations

Manage reservations, modifications, cancellations, and room assignments.

Use hotel management and reservation systems, including Cloudbeds.

Monitor arrivals, departures, room status, and special requests.

Process guest payments and maintain accurate guest folios.

Work with online travel agencies such as Booking.com, Expedia, and Agoda when necessary.

Complete daily front-desk procedures and maintain accurate records.

Communication

Answer hotel calls, emails, and guest messages promptly and professionally.

Communicate effectively with housekeeping, management, maintenance, and other team members.

Report maintenance, safety, or operational concerns to management.

Follow up on guest requests to ensure they have been properly addressed.

General Hotel Operations

Coordinate with housekeeping regarding room readiness and guest requests.

Report maintenance issues promptly.

Help maintain a clean, organized, and welcoming front-desk and lobby area.

Assist with breakfast or other hotel operations when needed.

Follow hotel policies, safety procedures, and emergency protocols.

Support the hotel team with other operational duties as needed.

Qualifications

Previous hotel, hospitality, front desk, or customer service experience preferred.

Excellent verbal and written communication skills.

Friendly, professional, and positive attitude.

Strong attention to detail and organizational skills.

Ability to remain calm and professional when handling challenging guest situations.

Comfortable using computers and learning new hotel software.

Cloudbeds experience is a plus.

Experience with Booking.com, Expedia, Agoda, or other OTAs is a plus.

Ability to multitask and prioritize responsibilities in a small-hotel environment.

Ability to work independently with minimal supervision.

Reliable, punctual, and dependable.

Must be available to work weekends and holidays as needed.

Additional language skills are a plus.

The Ideal Candidate

The ideal candidate genuinely enjoys hospitality and helping people. You should be someone who takes ownership, is willing to solve problems, and understands that providing an excellent guest experience requires teamwork and attention to detail.

Because Sutter Mansion is a smaller property, we value employees who are flexible, hands-on, dependable, and willing to assist wherever needed to help the hotel operate smoothly.

Compensation & Benefits

Competitive hourly pay based on experience

Opportunity for growth within the hotel

Supportive team environment

How to Apply

Please send your resume and a brief introduction about yourself, your hospitality experience, and your availability to:

Komal Dulgach

General Manager

Sutter Mansion

Email: [email protected]

Location: 1409 Sutter St, San Francisco, CA 94109

We look forward to hearing from you and welcoming the right person to the Sutter Mansion team.

Pay: $21.00 - $22.00 per hour

Expected hours: No more than 40.0 per week

Work Location: In person