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Aimbridge Hospitality · 2 days ago

Holiday Inn Express Walnut Creek - Front Desk Lead

Walnut Creek, CA

Full-time

Onsite

Mid Level

$18/hr - $18/hr

Aimbridge Hospitality operates the Holiday Inn Express Walnut Creek, providing a welcoming environment for guests. The Front Desk Lead is responsible for managing front desk services, training new associates, and ensuring outstanding guest experiences throughout their stay.

Asset ManagementHospitalityHotel

Responsibilities

Approach all encounters with guests and associates in a friendly, service oriented manner

Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards)

Maintain regular attendance in compliance with Aimbridge Hospitality standards, as required by scheduling which will vary according to the needs of the hotel

Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations

Maintain a friendly and warm demeanor at all times

Conducts thorough orientation for other Front Desk Agents

Attentively assists with higher-level concerns and/or questions from guests or Associates

Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards

Maintain proper operation of the telephone switchboard and ensure that all Aimbridge Hospitality performance standards are met

Handle requests for information, mail and messages in an efficient and courteous manner

Answer guest inquires about hotel service, facilities and hours of operation

Answer inquires from guests regarding restaurants, transportation, entertainment, etc

Establish and maintain good communications and team work with fellow associates and other departments within the hotel

Follow all Aimbridge Hospitality credit policies

Be aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates

Obtain all necessary information when taking room reservations and follow rate quoting scenario

Be familiar with all Aimbridge Hospitality policies and house rules as well as hospitality terminology

Have knowledge of and assist in emergency procedures as required

Handle check-ins and check-outs in a friendly, efficient and courteous manner

Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system

Associates must at all times be attentive, friendly, helpful and courteous to all guests, managers and all other associates

Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms

Use proper two-way radio etiquette at all times when communicating with other associates

Attend meetings as required by management

Perform any other duties as requested by management

Access to back of house areas of the hotel and sensitive information

Demonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bank

Interact and occasionally have unsupervised contact with guests and/or colleagues

Access and control to sensitive areas in the hotel premises, including Master Keys and/or guestrooms, Storage/Liquor Room, and secured file cabinets

Drive safely on behalf of the company for business reasons

Maintain a high level of trust and responsibility

Represent the company with certain level of reputation and good character as well as exercise sound judgement

Qualification

Customer serviceLeadership experienceMulti-taskingFinancial data understandingProblem solvingStress managementDetail-orientedEffective communicationTeamwork

Required

High School diploma or equivalent required with College course work in related field preferred

Must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests

Must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers

Must be able to convey information and ideas clearly

Must be able to evaluate and select among alternative courses of action quickly and accurately

Must work well in stressful, high pressure situations

Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary

Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests

Must be able to work with and understand financial information and data, and basic arithmetic functions

Must maintain composure and objectivity while under pressure