The Saint Hotel Autograph Collection - Front Desk Lead

Key Skills/Responsibilities

• Guest Experience Guru: Create warm, memorable dining moments by greeting guests with a smile, taking accurate orders, and making sure every need is met from start to finish.
• Guest Happiness Guru: Greet every guest with a warm smile and genuine hospitality, making sure every interaction is a memorable one
• Menu Mastermind: Know the menu inside and out — from ingredients and dietary needs to daily specials and alcohol service guidelines — so you can guide guests like a pro.
• Accuracy Ace: Deliver food and drinks quickly and flawlessly, with attention to detail that keeps orders spot-on and guests happy.
• Master of Mingling: Connect effortlessly with both guests and teammates, keeping conversations lively and service seamless throughout the event.
• Table Tactician: Juggle multiple tables with ease, keeping service smooth, spaces clean, and your cool in high-pressure moments.
• Payment Pro: Handle transactions with precision, close checks confidently, and follow all company and security protocols like a seasoned cashier.
• Cleanliness Champion: Keep the service area spotless and safe, following hygiene regulations and certification standards without missing a beat.
• Stamina Specialist: Stay energized and on your feet — lifting, bending, and moving with strength and endurance throughout your shift.
• Detail Dynamo: Transform banquet spaces into picture-perfect settings, attending to every little detail so guests feel truly special.
• Efficiency Enthusiast: Keep the party moving by managing your time like a pro, delivering speedy service from setup to closing curtain.
• Solution Superhero: Handle any bumps in the road with calm and creativity, quickly resolving issues and bringing in management when needed.

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
• 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

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
• Maintain composure and objectivity while under pressure