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What is the difference between Aimbridge vs Hotel Front Desk Agent?

AspectAimbridgeHotel Front Desk Agent
CredentialsTypically requires hospitality or customer service experience, sometimes certifications in hospitality managementHigh school diploma or equivalent; customer service skills often preferred
Work EnvironmentHotels, resorts, and hospitality management companiesFront desk of hotels, resorts, and lodging establishments
Employer & Industry UsageUsed by hotel management companies like Aimbridge HospitalityCommonly employed directly by hotels and resorts
Search & Comparison IntentPeople comparing hotel management roles with operational or administrative positionsIndividuals seeking front desk or guest service roles in hotels

In summary, Aimbridge refers to a hospitality management company that oversees multiple hotel properties, often employing roles like hotel front desk agents. A Hotel Front Desk Agent is a specific role within hotels, focusing on guest services. While Aimbridge manages hotel operations, the front desk agent is a frontline staff member working directly with guests.

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Hilton Garden Inn West 35th Street - Night Audit Manager OEM

Hilton Garden Inn West 35th Street - Night Audit Manager OEM

Aimbridge Hospitality

Manhattan, NY • On-site

$72K/yr

Other

Posted 29 days ago

Aimbridge Hospitality rating

5.8

Company rating: 5.8 out of 10

Based on 128 frontline employees who took The Breakroom Quiz

66th of 105 rated hotels

Job description

The Night Audit Manager is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. This role specifically oversees the Front Office functions during the overnight hours. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates, overtime does apply and is calculated accordingly.
QUALIFICATIONS:
  • At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
  • Supervisory experience required.
  • Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
  • Must have a valid driver's license from the applicable state.
  • 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 maintain composure and objectivity under pressure.
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
  • Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
  • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions.

RESPONSIBILITIES:
  • Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Motivate, coach, counsel and discipline all Guest Services personnel according to Aimbridge Hospitality S.O.P.'s.
  • Ensure compliance to brand and company training, using the steps to effective training according to Aimbridge Hospitality standards.
  • Prepare and conduct all Guest Services interviews and follow hiring procedures according to Aimbridge Hospitality S.O.P.'s.
  • Conduct all 90 day and annual Guest Service employee performance appraisals according to S.O.P.'s.
  • Develop employee morale and ensure training of Guest Services personnel.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count.
  • Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
  • Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
  • Participate in required M.O.D. program as scheduled.
  • Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his/her placement.
  • Ensure all end of the month report dates are met, i.e., Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc.
  • Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
  • Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. Present with Wage Progress Report to General Manager weekly.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain Aimbridge Hospitality S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
  • Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Aimbridge Hospitality S.O.P.'s.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor proper operation of the P.B.X. console and ensure that employees maintain Aimbridge Hospitality S.O.P.'s in its use.
  • Monitor the process of taking reservations ensuring that Aimbridge Hospitality courtesy and up selling techniques are maintained.
  • Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality S.O.P.'s.
  • Ensure implementation of all Aimbridge Hospitality policies and house rules.
  • Understand hospitality terms.
  • Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
  • Coordinate all aspects of the ongoing implementation of the Aimbridge Hospitality philosophy of service.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Attend monthly all-employee team meetings and any other functions required by management.
  • Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Aimbridge Hospitality standards.
  • Obtain all necessary information when taking room reservations.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Be aware of all rates, packages and promotions currently underway.
  • Follow and enforce all Aimbridge Hospitality hotel credit policies.
  • Process and handle guest laundry (property specific).
  • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
  • Maintain and monitor 'Lost and Found' procedures and policies according to Aimbridge Hospitality standards.
  • Establish and maintain key control system.
  • Ensure participation within department for monthly Aimbridge team meeting.
  • Focus the Guest Services Department on their role in contributing to the guest service scores.
  • Monitor all V.I.P.'s, special guests and requests.
  • Maintain required pars of all front office and stationary supplies.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Review Front Office log book and Guest Request log on a daily basis.
  • Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
  • Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.
  • Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
  • Conduct meetings according to Aimbridge Hospitality standards as required by management.
  • Other duties as required.

PROPERTY INFORMATION:
The Hilton Garden Inn West 35th Street provides a fast-paced, urban workplace steps from the 34th St/Herald Square subway station. Team members work in the heart of the city, within walking distance of landmarks such as Macy's, the Empire State Building, Madison Square Garden, and Times Square. The hotel offers amenities including hot breakfast, a lobby bar with light bites, and convenient access to major transit hubs. It's an energetic environment ideal for staff who enjoy serving guests in one of New York's busiest neighborhoods.
Application deadline for Colorado positions:

What Aimbridge Hospitality employees say

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Hours and flexibility

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About Aimbridge Hospitality

Sourced by ZipRecruiter

As the global leader in third-party hotel management, our growing portfolio represents over 1,550 hotels in all 50 states and 22 countries, from top international lodging brands to luxury hotels, destination resorts and lifestyle hotels. Our associates around the globe are passionate about serving our guests and driving exceptional results, and thrive in a culture where everyone is inspired to be the best. Join a world of possibility with Aimbridge Hospitality.

Industry

Hospitality services

Company size

10,000+ Employees

Headquarters location

Plano, TX, US

Year founded

2003

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