Hotel Lead

Description

Position Summary

Responsible for assisting with the supervision of the Front Desk.

Essential Functions

• Leads staff during the shift and ensures appropriate professional standards of behavior, work standards, productivity, practices, and guest care are enforced.
• Assigns duties, responsibilities, and workstations to employees in accordance with work requirements.
• Takes active role in guest conflict resolution.
• Develops and maintains a teamwork environment.
• Trains team members in designated areas and monitors progress.
• Complies and balances cash drawers at the end of the day and / or shift.
• Reviews and maintains accurate inventory to correspond with stayovers, checkouts, and arrivals for the day. Be alert for changes / errors from previous shifts.
• Runs, reviews, and performs various reports to ensure either credit card authorization or other form of payment has been received for each room. Scrutinizes miscellaneous paperwork for accuracy, completeness, and legibility.
• Aids in the implementation of new systems, procedures, and policies as communicated by management.
• Communicates daily in person or over the telephone with clients who inquire about reserving guestrooms, employing sales techniques to book the reservation(s).
• Prepares guest confirmations of reservations or cancellations, booking contracts, and related correspondence regarding guest reservations (groups or individuals).
• Answers multi-line telephone providing information, routing calls, and taking messages.
• Performs check-in and checkout functions.
• Provides courteous guest service and responds promptly to guests requests, questions, or complaints.
• Reviews front desk logbook, noting and / or following up on any special problems.
• Logs guest requests / complaints, group bookings, VIP arrivals, and other special instructions from previous shifts.
• Maintains communication with the Housekeeping Department regarding the status of rooms.
• Maintains familiarity with the hotels amenities and layout, reservation status, and procedural items that will help answer questions for your callers.
• Maintains working knowledge of Chinook Winds programs, events, promotions, and services.
• Knows and complies with all safety and security regulations and procedures.
• Performs all duties in accordance with Chinook Winds procedures and customer service standards.
• Responds and assists with potential guest service needs inside the arcade, hotel fitness room, and the hotel pool area.
• Performs other duties as instructed by the Hotel supervisor.

Requirements

Position Qualifications

WORKERS IN THIS POSITION MUST BE 18 YEARS OR OLDER

Core Competencies

Education

High School Diploma or GED.

Experience

One year of Hotel Front Desk experience.

One year of supervisory experience preferred.

Two years of previous experience in a position with high volume customer contact.

Computer Skills

Certificates & Licenses

Other Requirements

Physical Demands

Lift / Carry

Push / Pull

Other Physical Requirements

Work Environment

Work will take place in a small office environment with occasional exposure to a busy resort and gaming environment with multiple distractions. The noise level in the work environment is usually quiet to moderate.

Working Conditions

Conditions of employment include passing a pre-employment drug screen, a background investigation, and completing a 180-day introductory period.

#J-18808-Ljbffr