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    Lead Front Desk Agent - Las Vegas, United States - Downtown Grand

    Downtown Grand
    Downtown Grand Las Vegas, United States

    2 weeks ago

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    Description
    Full-Time/Part Time

    Lead Front Desk Agent

    Assist the Front Desk Management team in administrating front desk functions and supervising the staff on a daily basis. Position works with managers and team members to carry out procedures ensuring an efficient check in and out process that maximizes guest satisfaction.
    • Display an engaging personality that attracts guests with an always present smile, clear voice, and willingness to initiate conversation without prompting
    • Assists in checking in and out of guests
    • Attend to guest complaints and requests as necessary
    • Provide a warm and sincere greeting and farewell while recognizing guest's and team members appropriately and by name whenever available (Grand Promise)
    • Interact and communicate with hotel guests and exemplify the best possible service in a courteous and hospitable manner, having knowledge of the hotel, hotel staff and services including hours of operation, and guestrooms including: location, views, amenities, knowledge of the surrounding area
    • Take ownership of situations or tasks by fully understanding the issue, asking for help when needed, communicating progress, and delivering results effectively and efficiently
    • Handle all guest and team member concerns as necessary communicating issues to Front Desk Management
    • Manage a positive work environment that stimulates and motivates team members to promote Guest Service standards, upsells and Grand Inspired
    • Assists in training, motivating and supervises staff to ensure that employees receive adequate guidance and resources to accomplish established job requirements
    • Register and settle guest accounts efficiently while adhering to all service standards
    • Complete required paperwork for various department transactions and reports, task lists and input information into all computer systems accurately
    • Process all cash transactions by accepting money or credit card and apply correctly following all policies and procedures
    • Handles all guest calls to the front desk and dispatches necessary departments to fulfill guest requests
    • Responsible of the daily pre-blocking of all guest arrivals according to their requests
    • Liaison between front office, housekeeping and front services.
    Required:
    • Minimum one (1) year guest service experience
    • High School Diploma or equivalent
    • Excellent guest service skills
    • Maintain a professional, neat and well-groomed appearance adhering to the Downtown Grand and Department standards
    • Ability to maintain manual dexterity to access computer via computer keyboard and operate office equipment
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