Front Desk Lead Jobs

Job Summary

Guest Services Lead serves as a primary contact for questions and/or more complex projects or concerns pertaining to Guest Services both for guests and Associates. This role will assist with training in new Guest Services Agents and will also serve in a Guest Services 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

Responsibilities

• Must work well in stressful high pressure situations.
• 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 possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Must be able to work with and understand financial information and data and basic arithmetic functions.
• Experience in a hotel or a related field preferred especially a role with leadership experience.
• Must be effective at listening to understanding and clarifying the issues raised by co-workers and guests.
• High School diploma or equivalent required with College course work in related field preferred.
• Must maintain composure and objectivity while under pressure.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
• Must be able to convey information and ideas clearly.

Job Responsibilities

• Attentively assists with higher-level concerns and/or questions from guests or Associates.
• Establish and maintain good communications and team work with fellow associates and other departments within the hotel.
• Associates must at all times be attentive friendly helpful and courteous to all guests managers and all other associates.
• Have knowledge of and assist in emergency procedures as required.
• Use proper two-way radio etiquette at all times when communicating with other associates.
• Obtain all necessary information when taking room reservations and follow rate quoting scenario.
• Be aware of all rates packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.
• Attend meetings as required by management.
• Handle requests for information mail and messages in an efficient and courteous manner.
• Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards.
• Maintain proper operation of the telephone switchboard and ensure that all Aimbridge Hospitality performance standards are met.
• Maintain regular attendance in compliance with Aimbridge Hospitality standards as required by scheduling which will vary according to the needs of the hotel.
• Answer guest inquires about hotel service facilities and hours of operation.
• Handle check-ins and check-outs in a friendly efficient and courteous manner.
• Follow all Aimbridge Hospitality credit policies.
• Be familiar with all Aimbridge Hospitality policies and house rules as well as hospitality terminology.
• Maintain a friendly and warm demeanor at all times.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards).
• Approach all encounters with guests and associates in a friendly service oriented manner.
• Ensure logging and delivery of packages mail and messages as needed to guests and meeting rooms.
• Conducts thorough orientation for other Guest Services Agents.
• Answer inquires from guests regarding restaurants transportation entertainment etc.
• Perform any other duties as requested by management

Company Overview

As 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.

Benefits

After an initial waiting period, those hired into full time positions are eligible for a competitive benefits package that includes the following:

• Employee Assistance Program
• 401k Retirement Plan
• Term Life and AD&D Insurance
• Short-Term and Long-Term Disability Income
• Now offering Daily Pay! Ask your Recruiter for more details
• Paid Time Off
• Medical, Dental, and Vision Coverage