Lead Hotel Front Desk Agent - The Grand Hotel, Tusayan, AZ
Full Time
Tusayan, AZ
$17.25 an hour
Posted
Job description
Overview:
$17.25/hour
$17.25/hour
The Front Desk Lead resolves guest concerns to the best of their ability calling on direct reports when necessary, in addition; assists Manager in the training of all front desk staff, and is responsible for performing all functions and responsibilities of a Guest Service Agent and Night Audit when needed.
Responsibilities:
- Fully understand and support Xanterra Mission Statement and Core Values.
- Continually focus on providing exceptional guest service as a primary goal, both in how work is conducted and when interacting with guests.
- Resolve all problems and complaints to guests’ satisfaction as quickly and efficiently as possible.
- Assist assigned GSAs in resolving discrepancies and balancing; report outstanding discrepancies to Desk Manager or Assistant; approve adjustments and paid outs following established guidelines.
- Assist Front Desk Management in the training and supervision of all front desk staff; constantly monitor GSAs performance and appearance. Use GSA Training Manual and turn in all appropriate training documentation to Front Desk Management.
- Supervise and control rooms throughout shift to prevent double bookings, sleepers, and other room errors. Report out of order rooms to Maintenance and Front Desk Management.
- All functions and responsibilities of a Guest Service Agent and Night Audit when needed.
- Assist in the blocking, pre-registration and registration of all tours, VIPs and any other special attention guest.
- Monitor the flow of information from shift to shift and day to day through the use of verbal communication, shift reports and desk notebook. Keep Front Office Management aware of all situations.
- Follow-up in all areas of desk operation i.e. Maintenance, Housekeeping, Fire/Security, Sales questions and guest requests.
- Responsible for the accurate & timely completion of all reports i.e. accident, etc.
- Ensure departmental adherence to all prescribed Company, statutory/regulatory policies and procedures.
- Other duties as assigned.
- Six months experience in a high-volume Guest Service position (Hotel, Retail, Medical Office, Front Office, etc.).
- Ability to train, mentor and monitor new employees.
- Previous experience with Computers, Typing, and basic software (Microsoft Outlook, Word, Excel, etc.) Previous Opera experience preferred.
- Previous high volume cash handling and credit card processing experience.
- Ability to interact in a professional and courteous manner with a broad cross-section of guests.
Low-cost in-park housing provided. Discounted meals; Medical/Dental/Vision health plans available; 401K; Drug-free workplace. Employment history verified. Background checks/Drug test required. Xanterra is an Equal Opportunity and Affirmative Action Employer. Minorities/Woman/Disabled/Veterans are encouraged to apply.
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