Front Desk Lead

The Cliffs Hotel and Spa•Shell Beach, CA

1d•Onsite

About The Position

The Cliffs Hotel & Spa is the premier oceanfront hotel on the Central Coast. Come to work every day to beautiful ocean views of Pismo Beach! Be part of a team known for outstanding customer service that creates lasting, happy memories for all our wonderful guests. The Cliffs Hotel & Spa is a locally owned business and proud supporter of our local Central Coast Community, providing donations and hosting community-focused programs throughout the year including free and philanthropic events. We love our employees - we host employee appreciation events, offer daily discounted lunches from our restaurant, and offer special hotel benefits. The Cliffs Hotel & Spa is continuously growing and expanding! We are seeking a gracious, thoughtful, and motivated full-time Guest Services Lead who can create a sense of luxury while engaging with guests. We look forward to connecting with you! Position Summary: The Guest Services Lead oversees the daily operations of the Guest Services Agent team. They are responsible for ensuring the completion of the daily checklist, assisting with guest issues and ensuring good communication with the front desk management team. They will do this while leading by example and providing excellent guest service consistently, and through delivering The Cliffs' Mission, Values, and Forbes Standards.

Requirements

High school diploma
Working knowledge of guest services in a luxury hotel setting.
Excellent command of English language.
Ability to work with people effectively.
Ability to multitask and work in mentally demanding situations
Must be available to work 30 hours per week
Must be available to work weekends, nights, and Holidays
Ability to stand continuously for the duration of the shift (eight hours).
Ability to lift small packages (under 40 pounds).
Ability to work in stressful situations.

Nice To Haves

Responsible Beverage Server (RBS) Certification within 30 of hire

Responsibilities

Greet and engage all guests with a welcoming, friendly attitude, using the guest's name in accordance with their preference
Communicate with guests in an articulate manner, using correct verbiage and avoiding slang
Demonstrate genuine sense of interest and concern, and/or anticipatory service when appropriate and helpful; guided by The Cliffs' Mission and Values
Share local expertise when making recommendations to guests through providing first-hand knowledge and testimony, providing directions and transportation options when appropriate
Have a continued sense of ownership while handling multiple guests, booking/reservation requests, and telephone lines simultaneously while maintaining the highest level of customer service
Operate property management system for guest check-in, check-outs and reservation creation
Complete daily checklist in a timely manner
Creatively resolve guest requests and issues as necessary, offering appropriate alternatives if original request cannot be fulfilled
Establish positive relations with all guests who approach the front desk, promoting amenities and hotel services in order to drive revenue
Maintain empathetic attitude to recover guests who have had a negative experience
Answer phones promptly, maintaining a gracious tone while keeping the conversation calm and clear
Represents the hotel and upper management in a professional and positive manner to employees, guests, visitors, and vendors.
Ensures the Front Desk team meets and exceeds guest service expectations by coaching to Forbes standards and non-negotiables
Teaches and exhibits use of scripting standards and guidelines for guest interactions as outlined by FORBES, including guest name usage, proper verbiage, seamless handoff, etc.
Observes, corrects, and coaches staff fairly and effectively to ensure a quality guest experience, including but not limited to Forbes standards, employee time and attendance, personal appearance and adherence to uniform policies
Coordinates the training of new front office agents with the Front Office Supervisors and assists with training of newly implemented procedures.
Contributes input to required meetings, including monthly departmental meeting.
Monitors use and prevents negligent use of supplies and equipment minimizing waste, breakage, and misuse.
Communicates effectively and immediately any situations which may require management assistance. This may include employee-related issues as well as guest issues.
React to any and all guest complaints in a timely, discreet and professional manner; offering appropriate alternatives to difficult requests
Demonstrates working knowledge of safety and fire procedures.
Assists in emergency and security procedures as directed by the employee manual and the established emergency plan.
Performs all other tasks as assigned by manager
Must be available to work 30 hours per week
Must be available to work weekends, nights, and Holidays
Completes delegated tasks and projects; assists other departments as business volumes and staff levels demand.
Completes supervisor checklist and ensures agents complete their checklists; informs management if there is anything that time does not permit.