Lead Guest Services Agent

Overview:
Serve our guests in accordance with Resort Standards of Guest Services in a gracious and professional manner. Take pride in all facets of service, quality, timeliness, appearance and cleanliness. Show initiative and take immediate steps to correct any service shortfalls to ensure complete guest satisfaction, whether inside or outside your department.

**Responsibilities**:
**Operations/Property Management**

- Performs all duties at the Front Office as necessary.
- Runs Front Office shifts.
- Leads daily Front Office shift operations and ensures compliance with all policies, standards and procedures.
- Opens and closes Front Desk shifts and ensures completion of assigned shift checklist and other duties.
- Runs and reviews critical information contained in Front Desk reports.
- Understands the functions of the Bell Staff, and Concierge/Guest Services operations.
- Leads all areas of the Front Office in the absence of the Guest Services Manager or Guest Services Supervisor.
- Operates all department equipment as necessary and reports malfunctions.
- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Participates in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Understands night audit procedures and is able to comprehend and utilize reports as necessary.
- Leads the Night Audit staff to ensure smooth transition between the shifts and to ensure a smooth operation of the Front Office.

**Guest Satisfaction**
- Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
- Sets a positive example for guest relations.
- Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.
- Empowers associates to provide excellent customer service within guidelines.
- Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
- Assists in the review of comment cards and guest satisfaction results with associates.
- Familiarizes self with convention resumes to verify the requests and requirements of the planner are being met.

**Human Resources**
- Participates as needed in the interviewing and hiring of Front Office associate team members with the appropriate skills.
- Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.
- Communicates performance expectations associates in accordance with job descriptions for each position.
- Assists in the associate performance appraisal process, giving feedback to Guest Services Supervisors on individual associate performance issues.
- Coaches, counsels and encourages associates. Assist supervisors in preparing documents for associate progressive disciplinary procedures as required.
- Handles associate questions and concerns.
- Participates in an ongoing associate recognition program.

**Sales and Revenue Management**
- Supervises same day selling procedures to maximize room revenue and hotel occupancy.
- Performs procedures to verify accuracy of room rates to maximize revenue opportunities

**Financial Management**
- Uses budgets, operating statements and payroll progress reports as needed to assist in the management of Front Office operations.
- Effectively schedules to business demands and tracks associate time and attendance.
- Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
- Understands the impact of Front Desk operations on the overall hotel financial goals and objectives.

**Health & Safety**
- Maintains compliance with all health, safety and fire regulations and acts as a main communication link in emergency situations
- Promotes accident prevention and awareness.
- Helps to train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures.
- Participates as needed in the investigation and reporting of associate and guest accidents
- Understands and complies with loss prevention policies and procedures.

**Other**
- Conducts daily stand-up meetings with each shift ensuring that all information is passed along, including communication of Daily Motivator.
- Acts as a Manager on Duty and Lobby Ambassador as assigned.
- Attends monthly Super Staff and weekly Operations meeting.
- To look out for the safety of yourself, co-workers and to follow all Health and Safety requirements in the workplace.
- All other duties as assigned

Qualifications:

- 1-3 years Front Desk, Bell Desk ex