Hospitality Audit Lead Specialist

POSITION OVERVIEW

The Lead Specialist for Hospitality Audit assists with coordinating Hospitality Audit operations, ensuring smooth guest check-in/check-out processes, handling guest inquiries and concerns, and supporting members to maintain high standards of service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Ensure excellent guest experiences by welcoming guests, providing information, and responding to inquiries and concerns in a friendly and professional manner
• Supervise and assist front desk staff in guest check-in/check-out procedures, ensuring accuracy and efficiency
• Lead and motivate front-line staff, providing training, coaching, and support to maintain a high level of guest service
• Address guest complaints and concerns promptly and effectively, finding appropriate solutions to ensure guest satisfaction
• Oversee reservations and room assignment processes, ensuring accurate and timely booking procedures
• Coordinate and facilitate VIP guest services, ensuring personalized attention and special arrangements for high-profile guests
• Gather guest feedback and reviews, monitoring trends, and implementing improvements based on guest suggestions
• Generate daily reports on occupancy, revenue, guest feedback, and any operational issues, providing summaries to management
• Encourage and support front desk staff in upselling hotel amenities, packages, and upgrades to enhance revenue
• Ensure adherence to all hotel policies, safety regulations, and guest confidentiality guidelines
• Conduct training sessions for front desk staff to enhance their skills in guest service, communication, and conflict resolution
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High school diploma or equivalent required
• Previous experience in a guest service, front desk, or supervisory role within the hospitality industry is highly advantageous
• Excellent interpersonal and communication skills to interact with guests and team members professionally
• Strong leadership abilities to motivate and guide front-line staff effectively
• Problem-solving skills to address guest complaints and find suitable solutions
• Proficiency in hotel reservation software and Microsoft Office Suite
• Attention to detail to ensure accurate guest information and reservation data
• Flexibility to work varied hours, including evenings, weekends, and holidays, as required by the hospitality industry
• Passion for delivering exceptional guest service and creating memorable experiences
• Multilingual abilities and knowledge of different cultures are a plus
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities.

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.

SALARY

$24 per hour