Front Desk Team Lead
About The Position
The Front Desk Team Lead leads the Killington Grand Hotel front office and bell/valet team to support a smooth, efficient guest experience that meets Killington's Hospitality Standards. The role works closely with hotel and resort management, supervisors, and other departments, and helps ensure established safety practices are followed. The position includes training and directing front desk agents, supporting guest check-in and check-out, answering questions, handling payments and reservations, and addressing guest concerns. The Team Lead also helps coordinate emergency procedures, train staff on safety information, document incidents, and assist with scheduling and payroll maintenance. Duties may change as needed, and other duties may be assigned.
Requirements
- Previous customer service experience.
- Experience motivating staff and keeping staff on task.
- Strong organizational skills.
- Ability to learn quickly.
- Ability to multitask, prioritize, and work effectively in a fast-paced environment.
- Ability to understand and carry out oral and written instructions and request clarification when needed.
- Strong interpersonal and communication skills.
- Ability to work as part of a team.
- Punctuality, friendliness, observance, and safety consciousness.
Nice To Haves
- College-level study in hotel management, business, or a related field, or equivalent combined experience.
- Supervisory experience.
- Experience with Springer-Miller PMS.
- Experience with Salto Key Systems.
- Experience with Inntopia.
- Experience with RTP Ticketing.
- Word and Excel proficiency.
- Hotel experience.
Responsibilities
- Train and direct front desk agents.
- Resolve guest issues in a timely and friendly manner.
- Oversee the facilitation of emergency procedures.
- Carry out supervisory responsibilities in accordance with policies and procedures.
- Welcome guests, check them in and out, distribute room keys, and assist with questions about charges.
- Take customer payments and assist with reservations or direct guests to the appropriate source.
- Explain hotel, resort, local amenities, and attractions to guests.
- Maintain an in-depth knowledge of products and services and assist guests with questions or challenges.
- Communicate clearly and concisely with guests and staff.
- Follow safety guidelines and participate in safety briefings.
- Train staff on monthly safety information and briefings.
- Handle emergency situations, including power outages, inclement weather challenges, and evacuations.
- Take statements and file appropriate paperwork for incidents.
- Identify and anticipate safety hazards.
- Maintain knowledge of the hotel's fire system and emergency procedures.
- Assist with scheduling and payroll maintenance.
- Be punctual and work in the appropriate uniform.
- Contribute to the team and represent the organization's values.
Benefits
- Optional company-subsidized medical, dental, and vision coverage.
- Flexible spending account.
- Health savings account.
- Employer-paid short-term and long-term disability offerings.
- 401(k) retirement plan with company match up to 5%.
- Paid parental leave.
- Paid time off, holiday pay, and sick pay.
- Free season pass for employee and dependents.
- Privileges at several other resorts.
- Discount programs for food and beverage, retail and rental, and friends and family tickets.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
