Hyatt Place Charlotte Airport Tyvola Road - 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 new Front Desk Agents and serve in a Front Desk Agent capacity, responsible for greeting and registering guests, providing outstanding 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 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 Conduct 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 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 a 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 #J-18808-Ljbffr Aimbridge Hospitality