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Front Desk Lead

1 week ago

Livonia, Michigan, United States Avion Hospitality Full time
Job Description Job Description Description:

Job Summary

The Front Desk Lead is responsible for assisting the Front Desk Manager and/or General Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy

Education & Experience

  • At least 2 to 3 years of progressive experience in a hotel or a related field is REQUIRED. High School diploma or equivalent required.
  • College course work in related field helpful.
  • Previous supervisory responsibility preferred.
  • Previous HYATT experience STRONGLY PREFERRED
  • Previous Opera experience REQUIRED
  • Must have a valid driver's license for the applicable state.
  • 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 be able to work well in stressful, high pressure situations, including ability to handle guest objections and disputes to satisfactory results.
  • Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
  • Must maintain composure and objectivity under pressure.
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
  • Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
  • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co- workers and guests.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions.
Requirements:

Job Duties & Functions

  • Approach all encounters with guests and associates in a friendly, service oriented manner.
  • Maintain regular attendance in compliance with Avion Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
  • Comply at all times with Avion Hospitality standards and regulations to encourage safe and efficient hotel operations.
  • Maintain a friendly and warm demeanor at all times.
  • 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 Avion 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 Avion Hospitality standards are met.
  • Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel (set example for other associates, be the team leader).
  • Assist the G.S.M. in ensuring that associates are following and maintaining Avion Hospitality standards (i.e., answering phones, call-backs to guests, guest request log).
  • 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.