SUMMARY DESCRIPTION:

Arlo Hotels, an independent lifestyle hotel, is now actively seeking a dynamic Lead Lobby Host.  Are you passionate about people, driven by purpose, and clever in your approach? If so, keep on reading!! Here at Arlo, we strive to create a sense of awe that leaves those we touch wanting more” ….. 

This position is responsible for the daily operation of the front desk and liaising with any area impacting guest service. Plans, directs, and coordinates activities to ensure exceptional service is achieved.  Provides operational support, distributes information, trains, motivates, and recognizes team members. Exercises independent judgment and initiative in the course of carrying out overall responsibilities.

RESPONSIBILITIES AND AUTHORITIES:

• Reports on guest concerns or comments to the Front Desk Supervisor/Duty Manager
• Coordinates and multi-tasks job duties in an active environment
• Coordination with Departments: Liaise with housekeeping, engineering, and other hotel departments to ensure guests’ needs are met and handled efficiently.
• Assist Leadership in overseeing check-in/check-out procedures, assignments, and maintenance of accurate records.
• Manage and respond to guest inquiries, including email communications with the Lobby Host and Front Office Manager
• Ensure completion of the front office checklist. 

SPECIFIC DUTIES:

Development & Training

• Responsible for assisting in the onboarding of all new lobby hosts within the day-to-day operations and guest service.
• Work in conjunction with the Assistant Front Office Manager on any concerns or issues that may arise during the shift.

Check In and Out Services

• Enters information such as arrival alerts and messages.
• Corrects inaccuracies and discrepancies on guest accounts.
• Post charges to guest accounts.
• Completes daily high balance checks.

Arrivals and Room Moves

• Escort guests to their room with luggage.

• Familiarize guests with the in-room facilities, TV, Thermostat, lighting, and features.

• Conduct guests’ orientation to outlets, the fitness center, and general area attractions, etc.

• Coordinate with Housekeeping regarding room moves.

Guest Services Responsibilities

• Provides Concierge services to guests.
• Checks messages via Canary and other third-party platforms

• Books guest reservations for individuals via telephone, walk-in, and email within the hotel in accordance with hotel standards and reservations scripts.
• Up elling rooms where possible according to established procedures to maximize revenues.
• Follow up with guests after service recovery to confirm satisfaction and reinforce trust.

Reconciliation

• Deposit received cash in the safe and return the personal and/ or individual floating bank to the issued safety deposit box.

• Ensure all billing and paperwork are done in accordance with accounting standards.

• Proper handling of sensitive and confidential guest material and information is understood and held professionally.

 REQUIREMENTS:

• Minimum of Hospitality, Retail, or Services-related industries experience preferred

• Must be able to stand for periods of time (Up to 6 hours)
• Efficient in Computer and Typing Skills.
• Ability to lift 50lbs

Education & Experience:

Any combination of education and experience providing the required skill and knowledge

for successful performance would qualify. Typical qualifications would be equivalent to:

• Degree (if applicable)
• Number of years’ experience ideal

Knowledge and Certifications:

• Specific area of expertise
• Preferred system knowledge (i.e., Opera, Salesforce, etc.)
• Language preference
• Additional certifications, if applicable

Disclaimer: This job description is a broad summary of the job duties, activities, and responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

EEO Statement:

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.