Front Desk Lead

Additional Information: This hotel is owned and operated by an independent franchisee Hill Top Hospitality. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.

Job Summary:
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.

Supervisory Responsibilities:
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

Duties/Responsibilities:
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 hotels 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

Required Skills/Abilities:
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

Education and Experience:
Bachelors 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
Experience leading projects or coaching peers in a hospitality setting is strongly preferred

Physical Requirements:
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.

The hourly pay range for this position is $21.00 to $24.00.

This company is an equal opportunity employer.

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