Job Summary:

Front Desk Lead serves as a primary contact for questions and/or more complex projects or concerns pertaining to Front Desk Services both for guests and Associates. This role will assist with training in new Front Desk Agents and will also serve in a Front Desk 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. Primary responsibilities include: focused training of front desk Associates registering guests making and modifying reservations hotel operator and concierge duties. Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.

Responsibilities:

QUALIFICATIONS:

High School diploma or equivalent required with College course work in related field preferred

Experience in a hotel or a related field preferred especially a role with leadership experience

Must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests

Must have the ability to multi-task be detail-oriented and be able to problem solve in order to effectively deal with internal and external customers

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 work well in stressful high pressure situations

Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary

Must be effective at listening to understanding and clarifying the issues raised by co-workers and guests

Must be able to work with and understand financial information and data and basic arithmetic functions

Must maintain composure and objectivity while under pressure

JOB RESPONSIBILITIES:

Approach all encounters with guests and associates in a friendly service oriented manner

Maintain high standards of personal appearance and grooming which include 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

Conducts thorough orientation for other Front Desk Agents

Attentively assists 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 inquires about hotel service facilities and hours of operation

Answer inquires from guests regarding restaurants transportation entertainment etc.

Establish and maintain good communications and team work 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; Be aware of closed out and restricted dates

Obtain all necessary information when taking room reservations and follow rate quoting scenario

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

Access to back of house areas of the hotel and sensitive information

Demonstrated ability to handle cash prepare and deposit cash drops secure and balance bank

Interact and occasionally have unsupervised contact with guests and/or colleagues

Access and control to sensitive areas in the hotel premises including Master Keys and/or guestrooms Storage/Liquor Room and secured file cabinets

Drive safely on behalf of the company for business reasons

Maintain a high level of trust and responsibility

Represent the company with certain level of reputation and good character as well as exercise sound judgement

Property Details:

Welcome to Extended Stay America - Cincinnati - Blue Ash - Kenwood Road. The city of Cincinnati, Ohio was settled in 1788, and today it's a busy metropolitan area. Reserve a roomy suite at Extended Stay America and enjoy convenient amenities during your visit like a fully equipped kitchen and pet-friendly rooms.

Company Overview:

As the global leader in third-party hotel management, our growing portfolio represents over 1,550 hotels in all 50 states and 22 countries, from top international lodging brands to luxury hotels, destination resorts and lifestyle hotels. Our associates around the globe are passionate about serving our guests and driving exceptional results, and thrive in a culture where everyone is inspired to be the best. Join a world of possibility with Aimbridge Hospitality.

Benefits:

After an initial waiting period, those hired into full time positions are eligible for a competitive benefits package that includes the following:

Now offering Daily Pay! Ask your Recruiter for more details

Medical, Dental, and Vision Coverage

Short-Term and Long-Term Disability Income

Term Life and AD&D Insurance

Paid Time Off

Employee Assistance Program

401k Retirement Plan