- Lead front desk agents on the floor during their respective shifts
- Oversee new SOP's and training for the team
- Step in to lead Pre-Shifts along with Front Office Team
- Complete the check-in process by inputting and retrieving information from a computer/property management system, confirming pertinent information to a guest's reservation and making changes as necessary
- Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check-in.
- Handle cash, make change and balance an assigned house bank.
- Post charges to guest rooms and house accounts using the computer.
- Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests
- Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages, mail and facsimiles for guests as requested.
- Close guest accounts at the time of check out ensuring the guest's stay was enjoyable, resolving issues as necessary
- Providing safety deposit boxes, upon request
- Arrange registration cards and complete bucket check
- Other tasks as assigned by Front Office Supervisor/Assistant FO Mgr/FO Mgr/Director of Rooms
- Incorporate the Mystery Shopper Standards into every interaction
Qualifications:Education: High School Graduate or equivalent required; college education highly preferred
Experience: Prior supervisory experience preferred.
Certificates or Licenses: N/A
Knowledge, Skills, and Abilities:
- Ability to train and supervise with strong leadership skills
- Ability to make quick and efficient decisions to benefit the team and guest.
- Ability to memorize and perform Brand Standards
- Ability to use a moderately complex computer system and troubleshoot software problems
- Ability to utilize a calculator to prepare moderately complex mathematical calculations without error.
Personal Characteristics: - Behaves with HEART: Helpful Ethical Attentive Resourceful Thankful
- Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language
- Professional Appearance: Exhibits an appearance appropriate for a four diamond resort (Specific grooming standards are available for review)
Source: Hospitality Online -
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Description
Summary of Position:
The Front Desk Lead is responsible for providing welcoming, friendly, efficient, resourceful and hospitable service at the front desk, including check in and check out and guest resolution. While assisting with operational and delivering on Marc and Rose Service Essentials, as a lead for the front office team.
Essential Functions:
