Holiday Inn El Paso West Sunland Park - 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.

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

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

PROPERTY INFORMATION:

Relax in resort-style villas in El Paso West Welcome to the Holiday Inn El Paso West – Sunland Park, a premier hotel located a block from The Shoppes at Solana and the Westside Shopping District of El Paso, TX. Our resort-style guest rooms provide a luxurious and comfortable stay, with amenities such as plush bedding, flat-screen TVs, and high-speed internet access. Our secure and controlled-access corridors offer a unique experience, with stunning views of the surrounding mountains. And when it's time to dine, be sure to visit our on-site restaurant, Nine Hundred Bar & Grill. Featuring a menu of delicious, locally sourced cuisine, you'll be able to indulge in the flavors of El Paso while enjoying a cozy and inviting atmosphere. During your stay, easily get to nearby attractions including Sunland Park Racetrack & Casino, Western Playland Amusement Park, El Paso Museum of Art, The Shoppes at Solana, El Paso Zoo, and more. Whether you're looking for outdoor adventure, family-friendly fun, or cultural experiences, our hotel's convenient location puts you within easy reach of all the area's top things to do. Whether you're traveling for business or pleasure, our hotel offers everything you need for a memorable stay. From our state-of-the-art fitness center and outdoor pool to our flexible meeting rooms and event spaces, we're committed to providing you with exceptional service and hospitality. Experience the best of El Paso at the Holiday Inn El Paso West – Sunland Park.At our hotel, we're committed to providing the best guest service in the area. But what really sets us apart is our team. When you join us, you'll find a supportive and collaborative work environment where you'll feel like part of a family. We celebrate our successes every month with team-building activities and events that bring us closer together. So, if you're looking for a place where you can grow, succeed, and belong, come join us!