Front Desk Lead (54547)

PROVIDENCE HOSPITALITY GROUP•Telluride, CO

1d•$26 - $28

About The Position

Welcome Guests to Telluride’s Living Room The Hotel Telluride. It is where guests become locals. It’s where locals gather to hear live music. It’s where guests become friends. The Hotel Telluride is a boutique chalet with a European feel, situated in authentic Downtown Telluride, surrounded by the San Juan Mountains. Come and join us as we encourage our guests to spend their days falling in love with the town of Telluride and rest easy knowing that our knowledgeable staff will take care of them. The Hotel Telluride is proudly managed by Providence Hospitality Partners, which is based in Denver, Colorado, and founded in 2002. We strive to operate hotels where every guest wants to stay, every associate wants to work, and every investor wants to own. We encourage and support each associate to achieve clearly defined objectives, and we pursue a proactive position to enhance the wellbeing in our communities. We provide a corporate culture that values teamwork, a strong work ethic, service to others, and personal balance. SUMMARY: The Guest Service Front Desk Lead provides a welcoming and accommodating experience to every guest and visitor and delivers front desk services to guests in a friendly, efficient, and professional manner.

Requirements

Commitment to excellence and high standards
Excellent written and oral communication skills
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
Acute attention to detail
Strong organizational, problem-solving, and analytical skills
Ability to manage priorities and workflow
Excellent customer service skills
Ability to understand and follow written and verbal instructions
Professional appearance and demeanor
Ability to effectively communicate with people at all levels and from various backgrounds
Prior experience in a customer service industry or equivalent preferred

Responsibilities

Understand and promote a culture of responsibility for those “Within our Care.”
Be a brand ambassador; know and represent the brand story, local information, and be in appropriate uniform at all times.
Anchor associate for providing front desk/guest reception coverage and coordination of additional coverage and shift responsibilities
Assist in onboarding and training new associates
Provide flexible availability to support the busiest times periods, which can fluctuate
Be the go-to person for on-call coverage
Greet guests and check them into hotel following established procedures including, but not limited to, assuring all necessary information is received and entered into computer, obtaining credit card imprint for incidental expenses, informing guests of pertinent hotel policies, issuing room keys, directing guests to rooms and other areas.
Respond to guest questions either in person or over the phone in a courteous and professional manner; provide information including but not limited to directions, shopping, dining, entertainment, hotel services, and safety.
Fulfill guests’ needs, ensuring their stay is as pleasurable as possible; assist with dining, entertainment, or transportation reservations as needed.
Assist guests with luggage, doors, guest room access, and technology.
Resolve guest problems/complaints; utilize own best judgement in resolving issues or refer to management as needed.
Answer hotel internal and external phone calls and provide information as needed; take messages for hotel guests and assure receipt.
Make and confirm reservations for future hotel guests following established procedures including, but not limited to, assuring room availability, obtaining all necessary guest information, obtaining credit card information, assuring guests understand all hotel policies particularly with regard to reservation cancellation.
Check guests out of hotel following established procedures including but not limited to computing bills, collecting payment, and providing guest with necessary paperwork
Ensure the safety and protection of all guest information by following established procedures to safeguard personal information including credit cards and room assignments
Promote the physical safety of our guests; thoroughly train on safety protocols and emergency procedures
Maintain front desk area in a clean and orderly fashion
Possess and maintain thorough knowledge of hotel and area’s attractions
Perform clerical duties as required including but not limited to filing, photocopying, faxing, and mailing
Complete all necessary paperwork; maintain files and records
Perform other related duties as assigned by management