AC Hotel Sunnyvale Cupertino - Front Desk Lead

Evolution Hospitality•Sunnyvale, CA

1d•Onsite

About The Position

The Front Desk Lead is a primary contact for guests and associates with questions or more complex concerns related to Front Desk Services. The role assists with training new Front Desk Agents and also works as a Front Desk Agent, greeting and registering guests, providing service throughout their stay, and settling guest accounts at departure. Core duties include training front desk associates, registering guests, making and modifying reservations, performing hotel operator and concierge duties, and providing attentive, courteous, efficient service before arrival and throughout guests’ stays while maximizing room revenue and occupancy. The position requires a high school diploma or equivalent. College coursework in a related field and experience in a hotel or related field—especially leadership experience—are preferred. The successful candidate will be service-oriented, able to communicate clearly, multitask, solve problems, handle financial information and basic arithmetic, and remain composed in stressful situations. The role follows Aimbridge Hospitality standards and includes front desk operations, guest and associate support, training, handling cash and deposits, and access to certain sensitive hotel areas and information. The hotel is AC Hotel Sunnyvale/Cupertino, a 183-room property with outdoor communal seating, a rooftop pool and sundeck, and bike parking.

Requirements

High school diploma or equivalent.
Positive, upbeat, service-oriented personality with a desire to provide outstanding customer service.
Ability to multitask, attend to detail, and solve problems for 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 under pressure.
Effectiveness in handling workplace problems, including anticipating, preventing, identifying, and resolving them.
Ability to listen to, understand, and clarify issues raised by coworkers and guests.
Ability to work with and understand financial information and data and perform basic arithmetic.
Ability to handle cash, prepare and deposit cash drops, and secure and balance a bank.
Ability to maintain regular attendance in accordance with scheduling and hotel needs.
Ability to comply with hospitality standards and safely drive for company business when required.

Nice To Haves

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

Responsibilities

Conduct thorough orientation and focused training for other Front Desk Agents.
Assist with higher-level questions and concerns from guests and associates.
Greet and welcome guests at the Front Desk; handle check-ins and check-outs in a friendly, efficient, and courteous manner.
Make and modify reservations, obtain required reservation information, and follow rate-quoting procedures.
Provide attentive, courteous, and efficient service before guests’ arrival and throughout their stay, while maximizing room revenue and occupancy.
Perform hotel operator and concierge duties, including answering questions about hotel services, facilities, operating hours, restaurants, transportation, and entertainment.
Maintain proper operation of the telephone switchboard and meet applicable performance standards.
Handle requests for information, mail, and messages; log and deliver packages, mail, and messages to guests and meeting rooms as needed.
Follow credit policies and maintain awareness of rates, packages, promotions, in-house groups, and closed or restricted dates.
Know and follow company policies, house rules, hospitality terminology, and emergency procedures.
Operate relevant aspects of the Front Desk computer system.
Use proper two-way radio etiquette when communicating with associates.
Maintain friendly, service-oriented conduct and effective communication and teamwork with colleagues and other hotel departments.
Maintain required personal appearance and grooming, including proper uniform and name tag, and meet attendance requirements.
Comply with standards and regulations to support safe and efficient hotel operations.
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.
Safely drive on behalf of the company for business reasons when required.
Maintain trust, responsibility, sound judgment, and professional conduct while handling sensitive information and accessing secured hotel areas.