AC Hotel San Rafael - Front Desk Lead

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.QualificationsHigh School diploma or equivalent required with College course work in related field preferredExperience in a hotel or a related field preferred, especially a role with leadership experienceMust possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guestsMust have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customersMust be able to convey information and ideas clearlyMust be able to evaluate and select among alternative courses of action quickly and accuratelyMust work well in stressful, high pressure situationsMust be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessaryMust be effective at listening to, understanding, and clarifying the issues raised by co-workers and guestsMust be able to work with and understand financial information and data, and basic arithmetic functionsMust maintain composure and objectivity while under pressureJob ResponsibilitiesApproach all encounters with guests and associates in a friendly, service oriented mannerMaintain 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 hotelComply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operationsMaintain a friendly and warm demeanor at all timesConducts thorough orientation for other Front Desk AgentsAttentively assists with higher-level concerns and/or questions from guests or AssociatesGreet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standardsMaintain proper operation of the telephone switchboard and ensure that all Aimbridge Hospitality performance standards are metHandle requests for information, mail and messages in an efficient and courteous manner.Answer guest inquires about hotel service, facilities and hours of operationAnswer inquires from guests regarding restaurants, transportation, entertainment, etc.Establish and maintain good communications and team work with fellow associates and other departments within the hotelFollow all Aimbridge Hospitality credit policiesBe aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted datesObtain all necessary information when taking room reservations and follow rate quoting scenarioBe familiar with all Aimbridge Hospitality policies and house rules as well as hospitality terminologyHave knowledge of and assist in emergency procedures as requiredHandle check-ins and check-outs in a friendly, efficient and courteous mannerFully comprehend and be able to operate all relevant aspects of the Front Desk computer systemAssociates must at all times be attentive, friendly, helpful and courteous to all guests, managers and all other associatesEnsure logging and delivery of packages, mail and messages as needed to guests and meeting roomsUse proper two-way radio etiquette at all times when communicating with other associatesAttend meetings as required by managementPerform any other duties as requested by managementAccess to back of house areas of the hotel and sensitive informationDemonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bankInteract and occasionally have unsupervised contact with guests and/or colleaguesAccess and control to sensitive areas in the hotel premises, including Master Keys and/or guestrooms, Storage/Liquor Room, and secured file cabinetsDrive safely on behalf of the company for business reasonsMaintain a high level of trust and responsibilityRepresent the company with certain level of reputation and good character as well as exercise sound judgementBenefitsAfter 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 detailsMedical, Dental, and Vision CoverageShort-Term and Long-Term Disability IncomeTerm Life and AD&D InsurancePaid Time OffEmployee Assistance Program401k Retirement PlanProperty InformationThe AC Hotel San Rafael welcomes you with classic design and intuitive service. We're pleased to join the AC Hotel brand in San Rafael; every element of our hotel is infused with the European soul and Spanish roots that embody our philosophy. Our minimalist-style guest rooms offer the very best, from complimentary Wi-Fi and HDTVs with streaming capabilities to mini-fridges and deluxe bedding. Start your mornings sunny side up with European inspired fare at AC Kitchen, then join us for cocktails and tapas at AC Lounge in the evenings. The stylish bar within the AC Lounge provides an opportunity for guests to relax and bond. Looking to host an intimate meeting in the city. Our hotel boasts includes 925 square feet of intimate, creative meeting space. During your stay, easily get to attractions including Art Works Downtown, and more. Whatever brings you to the city, find a stay beyond the ordinary at The AC Hotel San Rafael. About Evolution Hospitality As the dedicated lifestyle vertical at Aimbridge, Evolution Hospitality creates distinct lifestyle experiences and drives performance throughout our curated collection of independent, luxury, boutique, lifestyle, and soft brand hotels, as well as restaurants, bars, and lounges throughout North America. At Evolution Hospitality, our focus on equal parts culture and results is what determines who makes the cut to be a part of this talented group, both at the corporate office and in the field. Honesty and humility are just as important as intellect and ability, and each member of the team embraces the challenge of becoming a better human being, both personally and professionally, as part of the package. And it’s this magical combination of brilliant, caring individuals that makes Evolution Hospitality the world-class operation it is today.