Guest Associate (Front Desk)

Here at Roami in New Orleans, the Guest Associate position is a crucial part of our team, helping ensure our guests have a memorable experience by providing a problem-free stay! 

The Guest Associate is a hospitality-forward, on-site role responsible for delivering an exceptional guest experience across Roami’s short-term and long-term rental properties — spaces that operate without a traditional front desk, but where guests always expect a warm, attentive, and memorable stay. This position is the face of the Roami guest experience: ensuring every unit is impeccably prepared before arrival, every guest feels genuinely welcomed, and every property interaction reflects our brand promise of attainable luxury and human connection. Throughout each shift, this role maintains active communication with Roami’s remote Guest Experience (GX) team, serving as the critical on-property link between guests and centralized operations support.

The ideal candidate is proactive, detail-oriented, and passionate about elevating every touchpoint of the guest journey — from the handwritten welcome note placed before check-in, to the neatly stocked supply shelf, to the seamless coordination with housekeeping on a same-day turn.

The primary responsibilities of the Guest Associate will be through superb fieldwork, which includes (but is not limited to) welcoming guests upon arrival, providing friendly and efficient service to guests, and basic maintenance troubleshooting in the hotel.

Candidate's availability should be between 9a-10p Sun-Saturday

Responsibilities: 

• The Guest Associates's performance will be based on your ability to complete tasks efficiently and without supervision, problem-solve independently, prioritize tasks, implement processes, and communicate effectively. 
• Additionally, you can expect to do the following during your scheduled shifts: Greet guests and visitors warmly and make them feel welcomed and attended. 
• Review daily arrivals and prepare for guest arrival. 
• Front desk check-in/out duties. 
• Anticipate guests' needs to accommodate them and provide exceptional guest service. 
• Interact daily with room attendants and housemen to monitor the status of unit turns and ensure units are available for arrivals on time.
• Escalate any housekeeping delays or concerns to the Housekeeping Manager to prevent impact on guest experience. Note: This role does not manage, hire, or schedule housekeeping or vendor staff. That responsibility resides with the Housekeeping Manager.
• Perform regular property walks throughout the shift to maintain visual cleanliness, safety, and overall standards across common areas and building amenities.
• Identify and document any property concerns, maintenance needs, or cleanliness issues observed during walks.
• Inspect supply rooms, storage closets, and supply shelves to verify they are clean, organized, and fully stocked — physical maintenance and restocking of closets is the responsibility of housekeeping.
• Perform all guest arrival tasks. 
• Monitor and engage with guests in the lobby/bar area, ensuring safety & security. 
• Serve as the eyes and ears on property for identifying maintenance needs — not as the resolver, but as the reporter.
• Submit all observed repair needs to the GX team promptly for task creation and assignment to the maintenance team.
• Act as liaison between guests and any department necessary, including Housekeeping, Maintenance, etc. 
• Comply with attendance rules and be available to work regularly. 
• Perform any other job-related duties as assigned. 
• Maintain a professional appearance and manner at all times. 
• Can communicate well with guests. 
• Must be willing to "pitch in" and help co-workers with their job duties and be a team player. 
• They assist in other departments if needed. Ability to stand, walk, sit, and continuously perform essential job functions for the duration of shift with or without reasonable accommodation. 
• Hearing and visual ability to observe and detect signs of emergencies with or without reasonable accommodation. 
• Ability to perform tasks requiring bending, stooping, kneeling, and walking significant distances between and within buildings on the property with or without reasonable accommodation. 
• Effective verbal and written communication skills. 
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, the public, etc.

What We're Looking For: 

• At least 2 years of previous experience in Guest Services (Hotel, STR, or similar industry) is required. 
• English Spanish bilingual is a plus
• Basic Maintenance Troubleshooting Flexible schedule availability and being open to working weekends and holidays are required. 
• Organized, hardworking, ownership mentality and detail-oriented. 
• High energy, bubbly personality, and customer service attitude. 
• Ability to deal with difficult guests, solving guest problems in a timely manner. 
• Must have a service-oriented mindset and be capable of making every guest feel valued. 
• An ability to interact professionally and responsibly with guests, management, and vendors. 
• A self-starter with a positive attitude who can work effectively both in a team environment as well as independently. 
• Unintimidated by using mobile apps while in the field for team collaboration and communication (Slack, Google Suite, Breezeway, Guesty).