Front Desk Lead

Job DescriptionAdditional Information: This hotel is owned and operated by an independent franchisee, Hill Top Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.Job Summary: The Front Desk Lead will assist with the daily operations of the front desk and assist guests with inquiries and other needs during registration, stay, and checkout. Furthermore, the Front Desk Lead will assist with the supervision of front desk associates and night auditors and the daily, weekly, and monthly completion of front office tasks.Supervisory Responsibilities: • Coach and mentor front desk associates and night auditors to enhance their performance, providing guidance on service standards and operational procedures • Monitor and ensure the completion of front desk tasks, providing support and feedback to team members to maintain high standards of service deliveryDuties/Responsibilities: • Oversee front desk operations to ensure efficient, accurate, and professional check-in and checkout processes, minimizing wait times and maximizing guest satisfaction • Greet and engage guests with warmth, professionalism, and personalized attention, creating a memorable and welcoming experience • Act as the primary point of contact for guest inquiries, directing them to appropriate hotel staff for specialized services, while proactively addressing guest needs • Handle complex guest requests with diplomacy, empathy, and a solutions-oriented approach to ensure positive resolutions and guest loyalty • Ensure accurate and timely delivery of final bills, maintaining meticulous attention to detail in billing processes and financial transactions • Maintain a clean, organized, and visually appealing lobby and shared areas, upholding the hotel's upscale brand standards • Stay informed about current hotel policies, room rates, promotions, packages, community events, providing guests with accurate and engaging information to enhance their experience • Develop and maintain comprehensive knowledge of the local area, including attractions, dining, and entertainment to offer tailored recommendations and directions • Lead and coordinate front office projects, such as implementing new procedures or improving guest service initiatives, ensuring successful execution and alignment with company goals • Collaborate with other departments to ensure seamless coordination of guest services and operational efficiency • Monitor and verify the completion of daily, weekly, and monthly front office tasks, ensuring adherence to established protocols and quality standards • Perform other duties as requested by managementRequired Skills/Abilities: • Excellent verbal and written communication skills, with the ability to convey information clearly and professionally in high-pressure situations • Excellent interpersonal and customer service skills, with a proven ability to manage challenging or difficult guests or situations with composure, empathy, and professionalism • Strong organizational and multitasking abilities, with a keen eye for detail and commitment to operational excellence • Analytical mindset with the ability to interpret data and contribute to continuous process improvements • Proficiency with FOSSE or similar hotel management software • Proficient with Microsoft Office Suite or related softwareEducation and Experience: • Bachelor's degree in Hospitality Management, Business Administration, or related field preferred; high school diploma or equivalent required • Minimum of two years experience in hotel front office operations • Experience leading projects or coaching peers in a hospitality setting is strongly preferredPhysical Requirements: • Ability to stand for extended periods at the front desk and transition to seated work as needed • Must be able to lift up to 20 pounds on occasion • Flexibility to work varied shifts, including evenings, weekends, and holidays to meet the demands of a 24/7 hotel operation.The hourly pay range for this position is $21.00 to $24.00.This company is an equal opportunity employer.frnch1