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Form of workPosition Summary:
The Front Office Lead assists with all aspects of the department in accordance with Bass Pro Shops Angler’s Lodge policies and procedures. The Front Office Lead provides leadership and support to all members of the Front Office Team and is also responsible for training and operations.
Expected Contributions:
- Monitor activities of all employees in the Front Office department to ensure they adhere to the standards of the associate handbook, hotel policies and procedures.
- Maintain a professional and high quality service-oriented environment at all times, specializing in genuine ozarks hospitality.
- Responding to online hotel reviews within our platforms and complete data spreadsheets that correspond.
- Maintain an up to date knowledge of hotel and local services and supply information and respond to guest queries.
- Assist in creating and editing Front Office policies and procedures.
- Work closely with all other departments to improve guest services and foster cross-departmental communication, including Housekeeping, Engineering, and F&B.
- Reinforce standards of professionalism, and promoting a strong team atmosphere and culture.
- Maintain availability to assume additional responsibilities, as needs of the hotel dictate.
Candidate Profile:
- Education and Experience
- High school diploma or GED; 2 years’ experience in the human resources, management operations, or related professional area.
- Previous Front Desk, customer service and general computer experience preferred. Property Management Software experience preferred.
Skills and Knowledge
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.
- Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
- Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training and development, compensation and benefits, labor relations and negotiation, and personnel information systems.
- Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules that apply to job (e.g., OSHA, EPA, ADA, CFC, NFPA, ASI).
- Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
- Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
- Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
- Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
- Originality - The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.
