Holiday Inn Express Walnut Creek - Front Desk Lead

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 course work in related field preferred
• Experience in a hotel or a 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
• 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

After an initial waiting period, those hired into full time positions are eligible for a competitive benefits package that includes the following:

• 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: Conveniently located just off of I-680, the Holiday Inn Express Walnut Creek hotel welcomes visitors to the beautiful East Bay area. The hotel's location near San Francisco provides easy access to city businesses and attractions, and it lets guests experience the charming beauty that surrounds our hotel's facility. In Walnut Creek, California, guests are able to stay close to businesses like CVS, Kaiser Permanente and John Muir Hospital. In addition to its proximity to major companies, our hotel also features free high-speed, wireless Internet access, free parking and an on-site business center, which has copy, fax and Internet services. While guests are at the hotel, we want to ensure their stay is as enjoyable as possible. Each morning, we serve the complimentary, Hot Express Start Breakfast Bar, which features our signature cinnamon rolls and Smart Roast coffee. By offering a well-equipped fitness center, outdoor pool and triple-sheeted bedding, we strive to make every stay as relaxing as possible!