Customer Service Lead Position

3 weeks ago

GondrecourtleChâteau, Grand Est, United States TownePlace Suites St Paul Full time
Job Requirements:

To be successful in this role, you will need to have a strong background in front office management, with at least 2-3 years of progressive experience in a hotel or related field. A high school diploma or equivalent is required, and a college course work in a related field is highly desirable. Previous supervisory responsibility is also preferred.

You will also need to possess excellent communication and interpersonal skills, with the ability to work effectively in a fast-paced environment. You should be able to provide exceptional customer service to our guests, while also maximizing room revenue and occupancy.

Responsibilities:

  • Assist the Front Desk Manager and/or General Manager in ensuring that all guests receive exceptional service.
  • Maximize room revenue and occupancy through effective use of the front desk computer system.
  • Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag when working.
  • Comply with all Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
  • Set the standard for guest relations at the Front Desk.
  • Obtain all necessary information when taking room reservations.
  • Monitor all V.I.P. and special guest requests.
  • Review Front Office log and Trace File daily.
  • Fully comprehend and execute all relevant phases of the front desk computer system.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Be aware of all rates, packages, and promotions currently underway.
  • Be familiar with all in-house groups.
  • Be aware of all closed-out and restricted dates.
  • Follow and enforce all Aimbridge Hospitality hotel credit policies.
  • Be able to perform all duties of Front Desk Agent.
  • Be able to complete and ensure that a proper bucket check room rate verification report and housekeeping report have been accurately done and filed.
  • Maintain proper operation of the P.B.X. console and ensure that all Aimbridge Hospitality standards are met.
  • Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel.
  • Assist the G.S.M. in ensuring that associates are following and maintaining Aimbridge Hospitality standards.
  • Have knowledge of and assist in all emergency procedures as required.
  • Oversee and ensure that all guests are checked in/out in a friendly, efficient, and courteous manner.
  • Be able to perform complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
  • Ensure that associates are at all times attentive, friendly, helpful, and courteous to all guests, managers, and all other associates.
  • Ensure the maximization of room revenue through Rooms Merchandising.
  • Answer all guest inquiries in a timely and professional nature.
  • Be involved in departmental meeting planning and execution.
  • Help maintain productivity levels at or above budgeted standards.
  • Perform any other duty as required by management.
  • Assist in training of new hires and current associates on a regular basis.
  • Attend meetings as required by management.

Compensation and Benefits:

We offer a competitive salary of $19.75 per hour, along with a range of benefits, including medical, dental, and vision coverage, short-term and long-term disability income, term life and AD&D insurance, paid time off, an employee assistance program, and a 401(k) retirement plan.

About Us:

TownePlace Suites St Paul is part of Aimbridge Hospitality, a leading global hospitality company with over 1,550 hotels in all 50 states and 22 countries. We pride ourselves on providing exceptional service to our guests and driving exceptional results.

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