The Saint Hotel, Autograph Collection - Front Desk Lead

The Saint Hotel, Autograph Collection - Front Desk Lead Front Desk Lead serves as a primary contact for questions and/or more complex projects or concerns pertaining to Front Desk Services, both for guests and Associates. This role will assist with training in new Front Desk Agents and will also serve in a Front Desk Agent capacity themselves, responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include: focused training of front desk Associates, registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Qualifications

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

Experience in a hotel or related field preferred, especially a role with leadership experience

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

Job 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

Conduct thorough orientation for other Front Desk Agents

Attentively assist 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 inquiries about hotel service, facilities and hours of operation

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

Establish and maintain good communications and teamwork 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

Benefits

Now offering Daily Pay! Ask your Recruiter for more details

Medical, Dental, and Vision coverage

Short-Term and Long-Term Disability Income

Term Life and AD&D Insurance

Paid Time Off

Employee Assistance Program

401k Retirement Plan

Property Information Our Hotel is located on historic Canal Street, conveniently located steps away multiple streetcar stops. Our Hotel is part of the Autograph Collection, embracing the unique spirit of our Hotel & our associate’s personalities – creating an experience Exactly Like Nothing Else® We encourage cross departmental training, to ensure our associates can grow and develop new skills – essential for growth and promotion within our company. Our leadership team works side by side with our associates, creating a team spirit with support all around, allowing for your voice to be heard. We fully embrace the THINK WE spirit of Aimbridge!

Seniority level Entry level

Employment type Full-time

Job function Management and Manufacturing

Industries Hospitality

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