Holiday Inn Express Walnut Creek - Front Desk Lead

Aimbridge Hospitality•Walnut Creek, CA

12h•Onsite

About The Position

The 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 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.

Requirements

High School diploma or equivalent required
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

Nice To Haves

College course work in related field preferred
Experience in a hotel or a related field preferred, especially a role with leadership experience

Responsibilities

Conducts thorough orientation for other Front Desk Agents
Attentively assists with higher-level concerns and/or questions from guests or Associates
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
Handle requests for information, mail and messages in an efficient and courteous manner.
Answer guest inquiries about hotel service, facilities and hours of operation
Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
Establish and maintain good communications and team work with fellow associates and other departments within the hotel
Follow all Aimbridge Hospitality credit policies
Be aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates
Obtain all necessary information when taking room reservations and follow rate quoting scenario
Be familiar with all Aimbridge Hospitality policies and house rules as well as hospitality terminology
Have knowledge of and assist in emergency procedures as required
Handle check-ins and check-outs in a friendly, efficient and courteous manner
Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system
Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms
Use proper two-way radio etiquette at all times when communicating with other associates
Attend meetings as required by management
Perform any other duties as requested by management
Access to back of house areas of the hotel and sensitive information
Demonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bank
Interact and occasionally have unsupervised contact with guests and/or colleagues
Access and control to sensitive areas in the hotel premises, including Master Keys and/or guestrooms, Storage/Liquor Room, and secured file cabinets
Drive safely on behalf of the company for business reasons
Maintain a high level of trust and responsibility
Represent the company with certain level of reputation and good character as well as exercise sound judgement