Front Desk Manager

1 day ago


Alpharetta Georgia, United States Marriott Atlanta Alpharetta Full time
Job Summary:

The Guest Services Lead serves as a primary contact for questions and/or more complex projects or concerns pertaining to Guest Services both for guests and Associates. This role will assist with training in new Guest Services Agents and will also serve in a Guest Services 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.

Key Responsibilities:
  • Provide focused training of front desk Associates
  • Register guests, make and modify reservations, and handle hotel operator and concierge duties
  • Provide 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 a related field preferred
  • Experience in a hotel or a related field, preferably with leadership experience
  • Positive and upbeat personality with a desire to deliver outstanding customer service to our guests
  • Ability to multi-task, be detail-oriented, and problem-solve in order to effectively deal with internal and external customers
  • Ability to convey information and ideas clearly, evaluate and select among alternative courses of action quickly and accurately, and work well in stressful, high-pressure situations
  • Effectiveness in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary, and working with and understanding financial information and data and basic arithmetic functions
Job Responsibilities:
  • Approach all encounters with guests and associates in a friendly, service-oriented manner
  • Maintain high standards of personal appearance and grooming, including 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 Guest Services 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, as well as 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, and be aware of closed-out and restricted dates
  • Obtain all necessary information when taking room reservations and follow rate quoting scenarios
  • 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


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