Lead Front Desk

Description

Arbor Lodging is a leading hotel investment and management company with a growing portfolio of hotels throughout the United States, Mexico, and the Caribbean. We have been entrusted by numerous partners and are approved managers for Marriott, Hilton, Hyatt, and IHG. Our service ethos is proactive and holistic, fostering an environment where guests feel truly welcomed and supported at every interaction. Our culture is people-focused, data-driven, and results-oriented.

Summary:

The Front Desk Lead assists in supervising day-to-day operations of front desks and reception areas for business primarily in the hospitality industry. They train and manage staff, supervise administrative and clerical duties, and address customer complaints and queries.

Duties & Responsibilities:

• Assist staff with expediting problem payments (e.g., problems processing credit cards)
• Follow up with guest regarding satisfaction with guest-related issues
• Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key
• Process all payment types such as room charges, cash, checks, debit, or credit
• Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations
• Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns
• Coordinate with Housekeeping to track readiness of rooms for check-in
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
• Cash guests' personal checks and traveler's checks
• Review shift logs/daily memo books and document pertinent information in logbooks
• Count bank at the beginning and end of shift
• Balance and drop receipts according to Accounting specifications
• Assist with food and beverage inventory and ordering

Requirements

Qualifications:

• Outgoing and friendly demeanor, and willing to go the extra mile to ensure complete guest satisfaction
• Hotel Front Desk experience
• Knowledge of OPERA reservation system
• Ability to communicate effectively through spoken and written means
• Windows knowledge
• Positive, upbeat demeanor and team-minded
• Ability to stand for 8 hours at a time
• Able to lift 20lb on occasion
• Set schedule with availability to pick up extra shifts
• High school Diploma or equivalent

Benefits:

• · Competitive salary
• · Annual review with increase potential
• · 401k program with company match
• · Additional benefits may be available

Arbor’s Guiding Principles:

Arbor Lodging focuses on Five Guiding Principles to foster a culture where growth, development, and progression thrive within the properties:

• · Do the Right Thing - Operate and act with integrity in all you do even when it is not convenient. 
• · Lead with Heart - Be kind, passionate and hospitable.
• · Be Accountable - Take ownership and deliver results.
• · Aim Higher - Go above and beyond to exceed expectations and pursue thoughtful change.
• · Celebrate Differences - Embrace diversity; respect individual opinions and ideas.

Arbor Lodging Management provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arbor Lodging Management complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.