Lead Guest Service Agent- Hotel Front Desk

Job description

The Lead Guest Service Agent is responsible for providing superior service to both the internal and external customer.

The Lead Guest Service Agent

Maintains an efficient and effective Hotel Front Office work group via direction from the Assistant Front Desk Managers. Provides training, assistance, and on-the-job work direction to the Front Desk Agents, Night Auditors, Valet Attendants to ensure accurate, exceptional and courteous room registration and check-outs. Welcomes and provides service to guests of the hotel. Provides general leadership and work direction of department team members, including but not limited to: Organizing and assigning work.

Prioritizing workload and assignments to ensure orderly and efficient completion by department team members. Directing department team members in the successful completion of assigned work. Enforcement of department and company policies. Instructing and training department team members in the successful performance of their duties. Other leadership and work direction duties as assigned by Management. The Lead Guest Service agent does not perform managerial tasks such as performance reviews, hiring or terminations; although they may provide input to management regarding such matters.

Qualifications

Effective communication skills. Complete working knowledge of Front Desk Agent’s duties required. Must be able to obtain and maintain all licenses / certification per Federal, State, and Gaming regulations. Ability to use all equipment associated with the position, including, but not limited to, keyboards, telephones, fax machines, copiers, cell phone, two-way radios, printers and key encoders. Ability to communicate effectively at all times with guests, as well as all levels of team members.

Ability to move around the service desk effectively, pull up portfolios, reach across counter for guest transactions. Ability to effectively use a computer to access, understand and input guest information. Must be flexible to work varying shifts and time schedules as needed. Must be 21 years of age. The skills and abilities necessary for this position are typically acquired through the completion of a high school education or equivalent, in addition to two months of on-the-job training or related experience