Front Desk Lead & Guest Experience Coach

Aimbridge Hospitality; Sunnyvale (CA); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Daily Pay

Medical, Dental, and Vision Coverage

Short-Term Disability Insurance

Long-Term Disability Insurance

Paid Time Off

Employee Assistance Program

401k Retirement Plan

Job summary

Aimbridge Hospitality is seeking a Front Desk Lead at AC Hotel Sunnyvale/Cupertino to greet and register guests, supervise training of new Front Desk Agents, and perform front desk duties with a focus on outstanding guest service. The role balances leadership with hands-on guest interactions and effective problem solving.

The position emphasizes service excellence, accurate reservations, and teamwork across departments to maximize guest satisfaction and stay revenue.

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

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

Skills

Guest service

Leadership

Training

Multi-tasking

Communication

Cash handling

Education

High School diploma or equivalent

College coursework in related field preferred

Job description

Aimbridge Hospitality is seeking a Front Desk Lead at AC Hotel Sunnyvale/Cupertino to greet and register guests, supervise training of new Front Desk Agents, and perform front desk duties with a focus on outstanding guest service. The role balances leadership with hands-on guest interactions and effective problem solving.

The position emphasizes service excellence, accurate reservations, and teamwork across departments to maximize guest satisfaction and stay revenue.