Guest Services Associate

Company Description Kimpton Hotels & Restaurants is a people-focused hospitality company where individuality, authenticity, and heartfelt care are central to the guest and employee experience. Team members are encouraged to bring their full selves to work, using their unique backgrounds and talents to create personal, memorable stays for guests. Kimpton has been recognized multiple times on FORTUNE’s “Best Companies To Work For” list and consistently earns a top score on the Human Rights Campaign Foundation’s Corporate Equality Index. The company offers robust benefits, including paid time off, comprehensive health coverage, 401(k) with employer match, paid parental leave, professional development through Kimpton University, and nationwide employee hotel discounts. A vibrant, inclusive culture, wellness programs, and distinctive Kimpton-style perks make it a highly regarded place to build a hospitality career.

Role Description The Guest Services Associate is a full-time, on-site role based in Philadelphia, PA, responsible for delivering warm, personalized service to all guests. Day-to-day tasks include welcoming guests upon arrival, assisting with check-in and check-out, answering questions about hotel amenities and local attractions, and handling guest requests promptly and professionally. The role also involves managing reservations and room assignments, resolving service issues, and coordinating with housekeeping, maintenance, and other departments to ensure a seamless guest experience. The Guest Services Associate will process payments, maintain accurate records, and uphold Kimpton’s standards of unscripted, heartfelt care in every interaction. This position requires a strong presence at the front desk and lobby to create a friendly, attentive, and inviting environment.

Qualifications

• Strong Guest Services and Guest Service skills, with a focus on creating personalized, memorable experiences.
• Demonstrated Customer Service experience in hospitality or a related guest-facing environment.
• Proficiency in Reservations management, including booking, modifying, and confirming stays accurately.
• Excellent Communication skills, both verbal and written, with the ability to interact effectively with diverse guests and team members.
• Ability to remain calm and solutions-focused in high-traffic or challenging situations.
• Comfort with basic computer systems and property management or reservation software (training provided as needed).
• Strong attention to detail, reliability, and a proactive approach to problem-solving.
• Flexibility to work varied schedules, including evenings, weekends, and holidays as needed.
• Prior hotel front desk or guest services experience is preferred but not required.