Homewood Suites Wilmington Mayfaire - Front Desk Lead

Aimbridge Hospitality•Wilmington, NC

1d•Onsite

About The Position

The Front Desk Lead serves as a primary contact for guest and Associate questions, concerns, and more complex projects related to Front Desk Services. The role helps train new Front Desk Agents and also works as a Front Desk Agent, greeting and registering guests, providing service throughout their stay, and settling their accounts at checkout. The position focuses on training, guest registration, reservations, hotel operator duties, and concierge services while providing attentive, courteous, and efficient service and helping maximize room revenue and occupancy. The Front Desk Lead maintains a friendly, service-oriented demeanor and supports safe, efficient hotel operations. The role handles guest inquiries and requests, operates the Front Desk computer system and telephone switchboard, follows hotel policies and procedures, and may access sensitive hotel areas and information. The position also involves cash handling, maintaining appropriate professional standards, and representing the company responsibly.

Requirements

High school diploma or equivalent required.
College coursework in a related field preferred.
Hotel or related-field experience preferred, especially experience in a leadership role.
Positive, upbeat personality and desire to deliver outstanding customer service.
Ability to multitask, pay attention to detail, and problem-solve with internal and external customers.
Ability to communicate information and ideas clearly.
Ability to evaluate and select among alternative courses of action quickly and accurately.
Ability to work effectively in stressful, high-pressure situations and maintain composure and objectivity.
Ability to anticipate, prevent, identify, and solve workplace problems.
Effective listening skills, including understanding and clarifying issues raised by coworkers and guests.
Ability to understand financial information and data and perform basic arithmetic functions.
Ability to handle cash and access sensitive hotel areas and information responsibly.

Nice To Haves

College coursework in a related field.
Experience in a hotel or related field, particularly in a leadership role.

Responsibilities

Train and orient Front Desk Agents.
Assist guests and Associates with higher-level concerns and questions.
Greet, welcome, register, and check in guests; handle check-outs and settle guest accounts.
Make and modify reservations, obtain necessary reservation information, and provide rate quotes.
Provide attentive, courteous, and efficient service before arrival and throughout guests’ stays.
Perform hotel operator and concierge duties, including answering questions about hotel services, facilities, operating hours, restaurants, transportation, and entertainment.
Operate the telephone switchboard and Front Desk computer system according to performance standards.
Handle requests for information, mail, messages, and packages efficiently and courteously, including logging and delivery as needed.
Maintain awareness of rates, packages, promotions, in-house groups, closed-out dates, and restricted dates.
Follow credit policies, hotel policies, house rules, emergency procedures, and applicable brand standards.
Maintain regular attendance and proper personal appearance and grooming, including wearing the required uniform and name tag.
Communicate and work effectively with guests, fellow Associates, management, and other hotel departments.
Use proper two-way radio etiquette when communicating with Associates.
Attend meetings as required by management and perform other duties as requested.
Handle cash, prepare and deposit cash drops, and secure and balance the bank.
Drive safely on behalf of the company when required for business reasons.
Maintain trust, responsibility, sound judgment, and appropriate conduct when representing the company.