Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Benefits
Daily Pay
Medical insurance
Dental Insurance
vision coverage
short-term disability
long-term disability
Paid Time Off
Employee assistance program
401k Retirement Plan
Job Description
Marriott Knoxville Downtown is a premier hotel situated in the heart of Knoxville, Tennessee, conveniently adjacent to the Convention Center. This strategically located property is the ideal choice for both business and leisure travelers, offering superior amenities and exceptional guest services to ensure a relaxing and enjoyable stay. Guests at Marriott Knoxville Downtown have easy access to popular attractions such as the Knoxville Museum of Art, the historic Market Square, and the University of Tennessee, making it a favored destination for visitors seeking both cultural enrichment and convenience. The hotel features a renowned restaurant, WINDOWS ON THE PARK, known for its family-friendly offerings including a "kids eat free" policy for children under 12 with qualifying rates, providing a welcoming environment for families and groups.
The Front Desk Lead position at Marriott Knoxville Downtown is a pivotal role that serves as the primary contact for both guests and associates concerning front desk services. This leadership role involves not only greeting and registering guests but also providing comprehensive guest service throughout their stay and efficiently settling account charges upon their departure. The responsibilities encompass focused training and mentoring of new Front Desk Agents, handling more complex guest inquiries, and supporting daily front desk operations including reservation management, concierge duties, and telephone operator tasks. The Front Desk Lead is expected to embody the hotel's commitment to exceptional customer service, maintaining a positive, courteous, and professional demeanor in all interactions. This role demands strong multitasking abilities, attention to detail, and problem-solving skills to effectively manage the dynamic environment of a busy hotel lobby.
In addition to direct guest services, the Front Desk Lead is tasked with upholding Aimbridge Hospitality standards and regulations to ensure safe, efficient, and smooth hotel operations. This includes managing communications, handling emergency procedures, and ensuring adherence to credit policies and hotel guidelines related to reservations, rates, and promotions. The role requires interaction with various hotel departments to foster teamwork, support operational goals, and maintain the overall guest experience quality. Candidates for this role should be comfortable handling financial transactions, operating front desk software systems, and exercising good judgment in high-pressure situations. The position offers a pathway to professional growth within a reputable hospitality management company, backed by a competitive benefits package including medical, dental, and vision coverage, income protection, paid time off, and retirement plans. Marriott Knoxville Downtown is committed to nurturing a supportive work environment where associates can thrive and contribute to the hotel's reputation as a top-tier lodging choice in Knoxville.
The Front Desk Lead position at Marriott Knoxville Downtown is a pivotal role that serves as the primary contact for both guests and associates concerning front desk services. This leadership role involves not only greeting and registering guests but also providing comprehensive guest service throughout their stay and efficiently settling account charges upon their departure. The responsibilities encompass focused training and mentoring of new Front Desk Agents, handling more complex guest inquiries, and supporting daily front desk operations including reservation management, concierge duties, and telephone operator tasks. The Front Desk Lead is expected to embody the hotel's commitment to exceptional customer service, maintaining a positive, courteous, and professional demeanor in all interactions. This role demands strong multitasking abilities, attention to detail, and problem-solving skills to effectively manage the dynamic environment of a busy hotel lobby.
In addition to direct guest services, the Front Desk Lead is tasked with upholding Aimbridge Hospitality standards and regulations to ensure safe, efficient, and smooth hotel operations. This includes managing communications, handling emergency procedures, and ensuring adherence to credit policies and hotel guidelines related to reservations, rates, and promotions. The role requires interaction with various hotel departments to foster teamwork, support operational goals, and maintain the overall guest experience quality. Candidates for this role should be comfortable handling financial transactions, operating front desk software systems, and exercising good judgment in high-pressure situations. The position offers a pathway to professional growth within a reputable hospitality management company, backed by a competitive benefits package including medical, dental, and vision coverage, income protection, paid time off, and retirement plans. Marriott Knoxville Downtown is committed to nurturing a supportive work environment where associates can thrive and contribute to the hotel's reputation as a top-tier lodging choice in Knoxville.
Job Requirements
- High School diploma or equivalent
- Experience in hotel or hospitality industry preferred
- Leadership experience preferred
- Positive and upbeat personality
- Strong multi-tasking skills
- Detail-oriented
- Problem-solving skills
- Clear communication skills
- Ability to work under pressure
- Ability to handle financial information
- Strong interpersonal skills
- Ability to maintain composure in stressful situations
Job 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 effective at listening to, understanding, and clarifying the issues raised by co-workers and guests
- 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 able to work with and understand financial information and data, and basic arithmetic functions
- Must maintain composure and objectivity while under pressure
Job Duties
- 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
- Maintain regular attendance in compliance with Aimbridge Hospitality standards, as required by scheduling
- Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations
- Conduct thorough orientation for other Front Desk Agents
- Attentively assist 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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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