Job Overview:

The ideal Front Desk Lead candidate will have some previous Front Desk Agent experience, exceptional communication skills, and enjoy working in a fast-paced environment. We are looking for positive, upbeat individuals who can deliver total guest satisfaction.

WORK REQUIREMENTS:

• Oversee front desk operations and ensure all standards and procedures are being met and followed
• First point of contact for guest disputes or complaints
• Checking guests in and out of the hotel in an efficient, courteous and professional manner
• Ensuring that special requests are noted and fulfilled
• Communicating with all departments regarding in house VIPs and any special requests/needs
• Promoting and selling special hotel programs, special rate packages and upgrades when appropriate
• Interacting with team members in a professional manner, assisting other departments with necessary information
• Answering the telephone in a professional manner and assisting guests with any questions, directions, etc.
• Managing and resolving guest complaints and compliments in a professional and courteous manner
• Listening and responding to guest inquiries using a positive, clear speaking voice
• Maintaining an up to date working knowledge of all property amenities as well as any special events
• High school degree or equivalent
• Strong computer skills
• Pleasant telephone demeanor
• Opera/Fidelio experience preferred
• Ability to handle stressful situations in a calm, professional manner
• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
• Must have the ability to work a varied schedule that may include evenings, weekends, and holidays

Physical equirements

• Ability to stand for entire shift
• Ability to type, standing upright for entire shift.
• Heavy work- Exerting up to 100 lbs of force occasionally, and/or 50 lbs of force frequently and/or up to 20 lbs of force constantly to lift, carry, push, pull, or otherwise move objects
• Must arrive to work well groomed, with pristine hygiene, and professional attire

Mental Requirements

• 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 at listen to, understand, and clarify issues raised by co-workers and guests
• Must be able to work and understand financial information, data, and basic arithmetic functions
• Must maintain composure and work objectivity under pressure

EDUCATION REQUIREMENTS:

• High school diploma
• Experience as Front Desk Agent
• Previous customer/guest service experience a plus

Note this is only outline of responsibilities and can be changed and updated at any time and without notice at the discretion of the direct supervisor or executive management team

• The company’s employment policy is “at-will”. Under the “at-will” policy, neither you nor the company is committed to continuing the employment relationship for any specific term. (Refer to employee handbook for details).

EOE/M/F/D/V/SO