Hotel Team Lead - Winter Haven, United States - Merlin Entertainments

Description

Scope of Job:

This role can be offered as a Seasonal opportunity (March 3rd-August 3rd) or as a Full-Time opportunity depending on which suits your interest.

With a primary focus on staff and guest obsession, the Team Leader plays a crucial role in making this the best place to work in the world. The Team Leader position is a guest-facing, frontline role with elevated responsibilities that supports the frontline Guest Experience Host in their assigned department. To maintain excellent guest satisfaction results and to promote a positive work environment, the Team Leader is present in guest-facing areas and assists with delivering memorable experiences with guests and empowering fellow frontline Model Citizens to do the same. The Team Leader acts as a constant resource of department knowledge with administrative responsibilities for the Model Citizens in their assigned department.

Main Responsibilities:

Checking guest in to the resort, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
Welcome all guests into the resort with a genuinely warm welcome.
Ability to deliver a dynamic guest service experience by assisting guests with checking in/out, requests, complaints, and concerns.
Can effectively lead a team to success in all areas of performance.
Working desk shifts as needed.
Maintain and improve the quality of guest service.
Process all payments in accordance with established hotel policies.
Provide information and assistance to all guests and visitors.
Provide prompt, courteous, and efficient handling of all requests for guest room reservations, changes, cancellations, and information.
Provide prompt, courteous, and efficient handling of all incoming calls and assistance for outgoing calls that transpire through the PBX.
Assist guest services, safety services, housekeeping, and engineering teams with accommodating guest requests.
Must be able to multi-task and prioritize departmental functions to meet deadlines.
Assist Supervisor and Front Office Manager with developing new techniques and strategies to improve the overall operation at the Front Office.Assist Supervisors with organizing site inspections by keeping detailed records of when the site inspections are to occur, selecting rooms and communicating to necessary department heads.
Assist Supervisor with completing audits on front office checklists and ensures they are being completed on a daily/shift basis.
Maintains and controls safe while on duty, keeping detailed records of all transactions.
Ensuring the hotel is receiving proper credit and payments for guest stays.
Ensuring all desk shifts are balanced with the PMS.
Overseeing all cash drops for each shift and making sure the proper signatures and approvals are made.
Creates a work environment that promotes teamwork, recognition, mutual respect, and employee satisfaction.
Provides ideas and suggestions for new products, services, technology, and processes to ensure the company competitive position and in anticipation of changing customer needs.
Provides new hires with initial training and ongoing training for all other front desk Model Citizens.
Works with Front Office Manager on operational improvements.
Maintain confidentiality of all guests and employees.
Provide dynamic guest service to both our internal and external customers.
A Team Leader assists in opening and closing routines, ensuring that their assigned area opens properly and as scheduled. Conducts pre-shift meetings for all Model Citizens to communicate pertinent information and communicate daily goals for their assigned location.
Ensures that proper staffing levels are maintained for the day's operations and that Model Citizens rotate through assigned locations and are given breaks as required and coordinate with the CPT/ROC as needed.
Is responsible for notating and reporting the occurrences of the workday to their leadership team. Remains in communication with area leadership to address issues in a timely and effective manner.
Acts as a knowledgeable resource and role model in their area for all guest engagement practices.
Participates in on-the-job training and staff performance and development, including in-the-moment coaching and issuing of corrective actions up to a Verbal Warning to Model Citizens. A Team Leader is assigned a percentage of the team as direct reports in these matters.
Assists in the interviewing and hiring process for new frontline Model Citizens.
Ensures that all sanitation and safety procedures are implemented and maintained. Responsible for escalating potential safety hazards to the appropriate individuals, including LEGObase, Maintenance, and the department leadership.
Responsible for continuing own growth through utilization of career development programs through collaboration with department leadership.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001). In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

Background and Experience:

Twelve months experience in a customer-service/hospitality role preferred. Theme Park experience in a child-oriented setting is a plus. Effective organizational and problem-solving skills with the ability to make quick decisions required. Ability to work as part of a team and to develop others within the team structure required. Must possess demonstrated leadership abilities. Requires excellent customer service skills.

Education:

• A high school diploma or general education degree (or equivalent education and experience) is preferred.