Front Desk Lead serves as a primary contact for questions and/or more complex projects or concerns pertaining to Front Desk Services both for guests and Associates. This role will assist with training in new Front Desk Agents and will also serve in a Front Desk Agent capacity themselves responsible for greeting and registering the guest providing outstanding guest service during their stay and settling the guest’s account upon completion of their stay. Primary responsibilities include: focused training of front desk Associates registering guests making and modifying reservations hotel operator and concierge duties. Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.
ResponsibilitiesQUALIFICATIONS:
High School diploma or equivalent required with College course work in related field preferredExperience in a hotel or a related field preferred especially a role with leadership experienceMust possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guestsMust have the ability to multi-task be detail-oriented and be able to problem solve in order to effectively deal with internal and external customersMust be able to convey information and ideas clearlyMust be able to evaluate and select among alternative courses of action quickly and accuratelyMust work well in stressful high pressure situationsMust be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessaryMust be effective at listening to understanding and clarifying the issues raised by co-workers and guestsMust be able to work with and understand financial information and data and basic arithmetic functionsMust maintain composure and objectivity while under pressureJOB RESPONSIBILITIES:
Approach all encounters with guests and associates in a friendly service oriented mannerMaintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards)Maintain regular attendance in compliance with Aimbridge Hospitality standards as required by scheduling which will vary according to the needs of the hotelComply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operationsMaintain a friendly and warm demeanor at all timesConducts thorough orientation for other Front Desk AgentsAttentively assists with higher-level concerns and/or questions from guests or AssociatesGreet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standardsMaintain proper operation of the telephone switchboard and ensure that all Aimbridge Hospitality performance standards are metHandle requests for information mail and messages in an efficient and courteous manner.Answer guest inquires about hotel service facilities and hours of operationAnswer inquires from guests regarding restaurants transportation entertainment etc.Establish and maintain good communications and team work with fellow associates and other departments within the hotelFollow all Aimbridge Hospitality credit policiesBe aware of all rates packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted datesObtain all necessary information when taking room reservations and follow rate quoting scenarioBe familiar with all Aimbridge Hospitality policies and house rules as well as hospitality terminologyHave knowledge of and assist in emergency procedures as requiredHandle check-ins and check-outs in a friendly efficient and courteous mannerFully comprehend and be able to operate all relevant aspects of the Front Desk computer systemAssociates must at all times be attentive friendly helpful and courteous to all guests managers and all other associatesEnsure logging and delivery of packages mail and messages as needed to guests and meeting roomsUse proper two-way radio etiquette at all times when communicating with other associatesAttend meetings as required by managementPerform any other duties as requested by managementAccess to back of house areas of the hotel and sensitive informationDemonstrated ability to handle cash prepare and deposit cash drops secure and balance bankInteract and occasionally have unsupervised contact with guests and/or colleaguesAccess and control to sensitive areas in the hotel premises including Master Keys and/or guestrooms Storage/Liquor Room and secured file cabinetsDrive safely on behalf of the company for business reasonsMaintain a high level of trust and responsibilityRepresent the company with certain level of reputation and good character as well as exercise sound judgement Company OverviewAs the global leader in third-party hotel management, our growing portfolio represents over 1,550 hotels in all 50 states and 22 countries, from top international lodging brands to luxury hotels, destination resorts and lifestyle hotels. Our associates around the globe are passionate about serving our guests and driving exceptional results, and thrive in a culture where everyone is inspired to be the best. Join a world of possibility with Aimbridge Hospitality.
BenefitsAfter an initial waiting period, those hired into full time positions are eligible for a competitive benefits package that includes the following:
Now offering Daily Pay! Ask your Recruiter for more detailsMedical, Dental, and Vision CoverageShort-Term and Long-Term Disability IncomeTerm Life and AD&D InsurancePaid Time Off Employee Assistance Program401k Retirement Plan Options Apply for this positionApplyEmail this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Need help finding the right job? We can recommend jobs specifically for you! Click here to get started.
EEO Statement
Aimbridge Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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