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Front Office LeadDelta Hotels Raleigh-DurhamDurham, NC
A property of: Hospitality of BluegrassPosted 3 weeks ago

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Job Description

Front Desk Lead

DEPARTMENT: Front Office

REPORTS TO: General Manager

SUMMARY: Under general supervision, the Front Desk Lead is focused on providing efficient service and creating memorable experiences by making emotional connections with all of our guests. The Front Desk Lead will oversee the daily operation of the front desk, and may be called upon to act as the MOD in absence of the General Manager. The ideal candidate must have a friendly and welcoming attitude, respond to guest and associate concerns with empathy, and resolve issues in an efficient manner. This is the ideal position for someone who has a passion for guest service, can deliver complete guest satisfaction throughout the stay, and values problem resolution. Must be able to work in a fast paced environment, remain calm under pressure, demonstrate excellent communication skills, resolve problems independently, and is good working with computers. 

Great opportunity for Promotion, as hotel is looking for people who will take initiative to lead a well organized team.  **Promotion includes FOM/AGM positions; depending on performance & occupancy le


MINIMUM QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or GED equivalent required. Minimum of six (6) months hotel/resort front desk experience - two (2) years hotel front desk experience preferred. Supervisory experience preferred. Ability to manage priorities and be able to adapt to meet the diverse needs of our guests.

License/Certification: A valid driver's license is required.

Language Skills: Ability to exercise excellent communication, organization, time management and listening skills. Fluency in a second language is an advantage.

Computer Skills: Intermediate to advanced computer literacy required. Proficient in Microsoft Word and Excel. OnQ certified a plus.

Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds and be able to work in a standing position for long periods of time (up to an entire shift) with the ability to sit for prolonged periods of time. Duties are generally performed in an indoor office setting. Must be able to work weekends and evenings as required. The noise level in the work environment is usually moderate.

DISCLAIMER AND ACKNOWLEDGEMENT

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.

Job Requirements

 ESSENTIAL DUTIES AND RESPONSIBILITIES Duties include but are not limited to:

  • Implements company and Marriott Brand Standards and manage the operations of the Front Office (Front Desk, Suite Shop, Van Scheduling etc) to ensure compliance with SOPs and to ensure an optimal level of quality service and hospitality are provided to guests.
  • Accepts payments for guest accounts and cashes checks and exchanges currency for guests.
  • Maintains a house bank; manages a deposit and daily report of receipts.
  • Resolves customer complaints; anticipates potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance.
  • Manages the operational and staffing functions during your shift to include assisting front desk associates with check-ins, check-outs, shift closing and other support functions.
  • Trains Front Desk Associates on day-to-day basis as appropriate.
  • Stocks the Suite shop on daily basis. Monitors inventory levels and places order with vendors to ensure inventory is available as needed.
  • Assists in maintaining appropriate stock of daily supplies and coordinates new orders with GM.
  • Generates CRM Arrivals and pre check-in any Marriott Bonvoy members coming in for the day.
  • Coaches associates as appropriate and provides information to GM as necessary when conflict arises.
  • Monitors the operation of all front desk equipment and reports any issues immediately. Completes Supervisor checklist by the end of shift.
  • Maintains knowledge of the day-to-day selling strategy of rooms and of all promotions and programs.
  • Performs other duties as required within the scope of responsibility.

Job Details

Mid level
Full-time
Hourly ($11 - $14)
Bonus Plan

About this location

class:
Upscale
room Count:
101-250
location Type:
Airport
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Delta Hotels Raleigh-Durham
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Address151 Tatum Drive, Durham, NC, 27703 View map
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This property is managed by
Hospitality of Bluegrass