Lead Front Desk Associate

Job Description

Job Description

We are seeking a professional, organized, and customer-focused individual to join our team in a front-facing leadership role. This position plays a key part in creating a welcoming experience for guests, supporting day-to-day front desk operations, and helping ensure smooth communication across the team. A complete job description included below.

Job Summary:

As the first point of contact for our guests, the Lead Front Desk Associate position is the face of the hotel.  The Lead Front Desk Associate is responsible for taking reservations, checking guests in and out of rooms, directing calls, monitoring foot traffic into/out of the premises, and answering guests’ questions and concerns. This role requires flexibility to work all shifts, including Night Audit, and will primarily be scheduled for front desk duties.

When not assigned to the front desk, the Lead Associate supports Management by training front desk staff and assisting with daily operational coordination. This is a service oriented position and requires outstanding interpersonal communication skills and friendly professionalism.  This is a supervisory position with cash control responsibilities.

Duties/Responsibilities:

• Answer phones, including taking reservations and directing calls as needed.
• Welcome guests upon arrival and serve as the primary point of contact between  guests and the hotel
• Check-in and register guests, including collecting contact info and confirming their dates of stay, and making sure they are assigned to an appropriate room and given keys.
• Check guests out making sure that payments are captured correctly.
• Confirm that all credits issued are correct and note the reason.
• Monitor Property Management System for errors and discrepancies and correct as needed.
• Monitor the cancellations in the past 24 hours; confirm all cancellation policies were followed and note discrepancies.
• Monitor all new bookings in the past 24 hours; read all comments and note any anomalies .
• Assign rooms, prepare keys and print registration cards as needed.
• Note any special requests for arriving guests and ensure oversight of execution.
• Review each guest record of the inhouse guests for any notes, discrepancies, etc.
• Accommodate guest requests as appropriate and whenever possible.
• Respond to guest concerns in a timely and professional manner.
• Assist guests with local information, restaurant recommendations, directions, and other concierge services.
• Communicate with housekeeping staff promptly on the status of guest rooms. Assist with room inspections when necessary.
• Upsell guest rooms and promote hotel services.
• Maintain inventory of necessary supplies and notify General Manager to replace before inventory is depleted.
• Assist in finding coverage and/or stepping in as coverage due to callouts. 
• Assist in the continuous training of staff, to provide high quality service to guests.
• Performs other duties as assigned. The company reserves the right to add or change duties at any time.  

Required Skills/Abilities:

• Knowledge of local area attractions, restaurants, and shops
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills 
• Excellent attention to detail
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks.
• Ability to function well in a high-paced and at times stressful environment.

Education and Experience:

• High school diploma or equivalent.
• At least two years hotel experience preferred

Physical Requirements:

• Able to stand for prolonged periods of time at front desk station 
• Able to climb stairs and assist guests with luggage 
• Able to walk hallways and perimeter of property
• Able to twist, bend and reach
• Able to lift up to 25 pounds

Competitive Compensation and Benefits including health, dental and vision insurance, 401(k) plan with company match, life and disability insurance, Flexible Spending Account, and tuition and student loan reimbursement programs. We are an equal opportunity employer and a drug-free workplace. This is a position which will require work on weekends, nights and holidays.   

EOE/AA. We provide equal opportunity without regard to race, color, national origin, religion, sex, age, marital status, or disability.