Lead Front Desk Agent

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

• OPERA experience