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.
QUALIFICATIONS :
- High School diploma or equivalent required with College course work in related field preferred
- Experience in a hotel or a related field preferred, especially a role with leadership experience
- Must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests
- Must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers
- Must be able to convey information and ideas clearly
- Must be able to evaluate and select among alternative courses of action quickly and accurately
- Must work well in stressful, high pressure situations
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
- Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests
- Must be able to work with and understand financial information and data, and basic arithmetic functions
- Must maintain composure and objectivity while under pressure
JOB 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 judgementAfter 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 OffEmployee Assistance Program401k Retirement PlanPROPERTY INFORMATION :
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Application deadline for Colorado positions :
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