Front Desk Trainer - Las Vegas, United States - Yes& Companies LLC

Description

About our Company

Discover Tahiti Village Resort & Spa, an island-inspired oasis.

Our all-suite resort is a family friendly destination providing guests all the comforts of home with top-level amenities and beautiful landscapes. Voted "Best of Las Vegas - Family Friendly Resort" three years in a row in part due to our amazing offerings including our sandy beach pool and tropical 1/8 mile lazy river. Our summer activities are fun and engaging, our magical mermaids swim through property multiple times a week and on the weekends we feature traditional Hawaiian Luaus parties bringing island vibes and live entertainment to our Ohana. Guests can also pamper themselves at the Mahana Spa or grab a bite and drinks at 17° South Booze & Bites featuring limited gaming.

Create magic with us ...

At Tahiti Village Resort & Spa we are looking for energetic, professional team player with excellent communications skills. Positive attitude to deliver great customer experience and support our mission to create memorable experiences for ours guests.

Role

We are looking for a Front Desk Trainer with a passion and commitment to people development who will enhance the competencies of our team members by designing and conducting engaging training programs that will boost workplace performance in alliance with our core values. This position will be responsible for performing training needs assessments, designing and delivering curriculum and creating learning materials. The successful candidate must be comfortable collaborating at all levels of the organization, including in-person and remote learners, subject matter experts and senior corporate leaders. The Front Desk Trainer will be responsible for the following under direction of the Guest Service Manager.

Responsibilities

• Oversees all aspects of the training and development for all Front Desk team members.
• Create engaging training sessions and employ appropriate training methods.
• Partner with Safety Director to provide training for safe work practices, general safety habits, chemical training and all related OSHA requirements.
• Follow all Safety and Security procedures to protect and ensure the safety of our guests, employees and assets.
• Maintain a successful workflow and experience for our guests by acting as a liaison between all departments and business units.
• Develop learning activities, handouts, audio-visual materials, instructor guides, job aids, and manuals.
• Assist with the development and compliance of departmental standard operating procedures.
• Partner with Learning & Development for continued refreshes of training practices.
• Maintain updated training records, training calendar, training facilities and training equipment.
• Acclimate new hires to the business and conduct orientation sessions.
• Assist in guest challenge resolution.
• Effectively prioritize and manage multiple overlapping projects.
• Deliver exemplary internal customer service through strong professionalism and ownership of assigned learning projects.
• Demonstrate commitment to teamwork through relationship-building and effective collaboration.
• Assist Front Desk Leadership with promoting employee engagement as well as recognition initiatives in accordance with our YES& mission statements.
• Perform other duties as required and assigned by Guest Service Manager and upper management.
• Provide a superb customer and professional service regardless of guest demeanor, with company service standards.
• Assemble welcome packets.

The Front Desk Trainer is expected to be a floater for PBX and Front Desk when no assignments are assigned by:

• Input all guest information on account correctly during registration. Assignment of rooms to account according to company process. Issue and control guest room keys to account properly.
• Effectively handle and fulfill guest requests.
• Ensure accuracy of all shift end paperwork, including posting charges, accuracy of cash drawer funds, and making folio adjustments.
• Accurate cash and payment handling skills, inputted correctly on guest folios. Balanced each shift. Post all required transactions to guest accounts.
• Must be able to fully understand and use the front desk software, and must have advanced knowledge of the resort.
• Must be able to understand and use the telephone system.
• Must be able to take reservations for owners/guests and input into resort system.
• Follow up on Housekeeping Guest Request Log for completion.
• Follow up on Engineering Guest Request Log for completion.
• Monitor Early Check In List and notify guest when room is ready.
• Monitor Early Out Log, check out guest and notify Housekeeping.
• Activate NXTV movies and Internet accounts.

Requirements

• Proven ability to complete needs assessment, content development, and coordination of logistics, facilitation, completion of training evaluation, and record keeping.
• Extensive knowledge of Front Desk processes and procedures.
• Maintain a flexible work schedule based on business needs.
• Ability to lead with influence and build strong relationship with peers and leadership.
• Advanced organizational and follow-up skills with the ability to handle multiple assignments.
• Ability to present complex information to a variety of audiences.
• Strong written and verbal communication skills; proven public speaking, training delivery and coaching skills.
• Results driven and able to achieve department objectives.
• Strong quality orientation and attention to detail.
• 3-5 years of Front Desk with training experience strongly preferred.

REVENUE/BUDGETARY/STAFF RESPONSIBILITY

Under the supervision of the Front Desk Leadership, this position is responsible for staying within the given budget for any training related expenses that may arise.

EEO/Drug Free Workplace

Salary Description

$17.00 per hour