Hotel Front Desk Lead — Guest Experience

Crescent Hotels & Resorts; Millburn (NJ); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Highly competitive wages

Exceptional benefit plan for you and 1

401K matching program

Discounts with Crescent properties

Hotel room discounts at Hilton brands

Free meals in staff dining

Job summary

Crescent Hotels & Resorts seeks a Front Desk team member for Hilton Short Hills in Short Hills, NJ. You will greet guests, assist with check-ins/outs, and deliver warm, professional service in a fast-paced environment.

We encourage strong guest focus, leadership and teamwork. 2+ years in front office, solid communication and computer skills are required; Hilton experience is a plus. Flexible mornings, evenings, weekends, and holidays are expected.

Qualifications

• Minimum 2 years of Front Office experience in a hotel environment.
• Previous supervisory or leadership experience preferred.
• Excellent communication, guest service, and conflict resolution skills.
• Strong computer skills; experience with hotel property management systems preferred.
• Hilton experience is a plus.

Responsibilities

• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Supervise the Guest Service Agents.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance rules and be available to work on a regular basis.

Skills

Guest service

Leadership

Communication

Problem solving

Time management

Tools

Hotel PMS

Job description

Crescent Hotels & Resorts seeks a Front Desk team member for Hilton Short Hills in Short Hills, NJ. You will greet guests, assist with check-ins/outs, and deliver warm, professional service in a fast-paced environment.

We encourage strong guest focus, leadership and teamwork. 2+ years in front office, solid communication and computer skills are required; Hilton experience is a plus. Flexible mornings, evenings, weekends, and holidays are expected.