Front Desk Lead

Guest Experience Lead

Department: Front Office

Reports to: AGM

At Holiday Inn Appleton, our mission is to build a successful Team and Hotel, focused on care and standards, creating meaningful experiences for our guests.

What’s the job?

If you are looking for the perfect place where your upbeat and positive personality would be welcome, consider becoming the Guest Experience Lead at the Holiday Inn Appleton. This leadership position may be right for you if you enjoy greeting people with warmth and friendliness and are ready to help at a moment’s notice. You must be willing to go the extra mile to keep our guests satisfied, and you must also be able to manage a variety of tasks at the same time. In this role, you will meet several different types of people, who may be arriving in town or departing to a new place, which means you’ll likely have several opportunities to hear interesting stories. If you’re ready to take on the task of ensuring our front office runs smoothly, we’d love to hear from you.

Details of the job

Make sure the Front Desk and lobby are clean and organized, providing a welcoming appearance for our guests.

Make sure the common areas of the hotel are clean and ready to welcome guests.

Carry out special requests from guests, VIPs, repeat visitors and club members ensuring they want to return to stay with us

Help guests with their questions and complaints to achieve complete guest satisfaction

Work regular shifts at the Front Desk

Enter group blocks as sent to us from group sales

Review arrivals and departures to ensure reservations are set up correctly

Coordinate solutions quickly when guests experience problems in their room

Motivate the team to achieve goals as established by IHG, WISCO and management

Look smart – wear your uniform with pride

Work closely with the Assistant General Manager to ensure training and development of the Front Desk team, through coaching and feedback.

Educate and train all Front Desk team members in compliance with federal, state and local laws and safety regulations.

Ensure colleagues are properly trained and have the tools and equipment to carry out job duties

May be needed to assist in other departments.

Ensure the guest’s payment method (credit/debit card) is set up correctly to collect payment at the end of the stay.

Perform other duties as assigned or assisting with hotel Team needs (Pulling Together!). May also serve as manager on duty

Skills & Qualifications

High school diploma or equivalent credential

Two or more years of experience working in a hotel

Supervisory experience or strong leadership qualities

Strong attention to detail and ability to meet deadlines

Committment to delivering excellent customer service

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Free parking
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Morning shift
• Nights as needed
• Weekends as needed

Work setting:

• In-person

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Preferred)

Work Location: In person