Front Desk Lead

Marriott International-posted about 2 months ago

$21 - $24/Yr

Full-time • Entry Level

Onsite • Auburn, WA

5,001-10,000 employees

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The Front Desk Lead will assist with the daily operations of the front desk and assist guests with inquiries and other needs during registration, stay, and checkout. Furthermore, the Front Desk Lead will assist with the supervision of front desk associates and night auditors and the daily, weekly, and monthly completion of front office tasks.

Oversee front desk operations to ensure efficient, accurate, and professional check-in and checkout processes, minimizing wait times and maximizing guest satisfaction
Greet and engage guests with warmth, professionalism, and personalized attention, creating a memorable and welcoming experience
Act as the primary point of contact for guest inquiries, directing them to appropriate hotel staff for specialized services, while proactively addressing guest needs
Handle complex guest requests with diplomacy, empathy, and a solutions-oriented approach to ensure positive resolutions and guest loyalty
Ensure accurate and timely delivery of final bills, maintaining meticulous attention to detail in billing processes and financial transactions
Maintain a clean, organized, and visually appealing lobby and shared areas, upholding the hotel's upscale brand standards
Stay informed about current hotel policies, room rates, promotions, packages, community events, providing guests with accurate and engaging information to enhance their experience
Develop and maintain comprehensive knowledge of the local area, including attractions, dining, and entertainment to offer tailored recommendations and directions
Lead and coordinate front office projects, such as implementing new procedures or improving guest service initiatives, ensuring successful execution and alignment with company goals
Collaborate with other departments to ensure seamless coordination of guest services and operational efficiency
Monitor and verify the completion of daily, weekly, and monthly front office tasks, ensuring adherence to established protocols and quality standards
Perform other duties as requested by management
Coach and mentor front desk associates and night auditors to enhance their performance, providing guidance on service standards and operational procedures
Monitor and ensure the completion of front desk tasks, providing support and feedback to team members to maintain high standards of service delivery

Excellent verbal and written communication skills, with the ability to convey information clearly and professionally in high-pressure situations
Excellent interpersonal and customer service skills, with a proven ability to manage challenging or difficult guests or situations with composure, empathy, and professionalism
Strong organizational and multitasking abilities, with a keen eye for detail and commitment to operational excellence
Analytical mindset with the ability to interpret data and contribute to continuous process improvements
Proficiency with FOSSE or similar hotel management software
Proficient with Microsoft Office Suite or related software
Bachelor's degree in Hospitality Management, Business Administration, or related field preferred; high school diploma or equivalent required
Minimum of two years experience in hotel front office operations
Ability to stand for extended periods at the front desk and transition to seated work as needed
Must be able to lift up to 20 pounds on occasion
Flexibility to work varied shifts, including evenings, weekends, and holidays to meet the demands of a 24/7 hotel operation.

Experience leading projects or coaching peers in a hospitality setting is strongly preferred

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