Lead Front Desk

Arbor Lodging•Arcadia, CA

About The Position

The Front Desk Lead assists in supervising day-to-day operations of front desks and reception areas, primarily in the hospitality industry. The role trains and manages staff, supervises administrative and clerical duties, and addresses customer complaints and queries. The Lead helps ensure guest satisfaction and efficient front desk operations, including check-ins and check-outs, payment processing, room coordination, reporting, and shift accounting.

Requirements

Outgoing and friendly demeanor, with a willingness to go the extra mile to ensure complete guest satisfaction.
Hotel front desk experience.
Knowledge of the OPERA reservation system.
Ability to communicate effectively through spoken and written means.
Windows knowledge.
Positive, upbeat demeanor and a team-minded approach.
Ability to stand for 8 hours at a time.
Ability to lift 20 pounds on occasion.
High school diploma or equivalent.
Set schedule with availability to pick up extra shifts.

Responsibilities

Assist staff with expediting problem payments, such as issues processing credit cards.
Follow up with guests regarding satisfaction with guest-related issues.
Process guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys.
Process payment types such as room charges, cash, checks, debit cards, and credit cards.
Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
Process check-outs, including resolving late and disputed charges.
Answer, record, and process guest calls, messages, requests, questions, and concerns.
Coordinate with Housekeeping to track room readiness for check-in.
Run daily reports on arrivals and departures, identify special requests, and check reports for accuracy.
Cash guests' personal checks and traveler's checks.
Review shift logs and daily memo books, and document pertinent information in logbooks.
Count the bank at the beginning and end of the shift.
Balance and drop receipts according to Accounting specifications.
Assist with food and beverage inventory and ordering.