Front Desk Team Lead
About The Position
The Front Desk Team Lead leads the Killington Grand Hotel front office and bell/valet team members to provide a smooth, efficient guest experience consistent with Killington's Hospitality Standards. The role works closely with management, supervisors, and departments across the hotel and resort, and helps ensure established safety practices are observed. The position includes training and directing front desk agents, resolving guest issues, overseeing emergency procedures, and assisting with scheduling and payroll maintenance. The Team Lead also supports day-to-day guest services, including check-in and check-out, room keys, payments, reservations, questions about charges, and information about hotel, resort, local amenities, and attractions. The role requires clear communication, teamwork, attention to safety, and the ability to work and multitask in a fast-paced environment.
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 combined experience.
- Supervisory experience.
- Experience with Springer-Miller PMS.
- Experience with Salto Key Systems.
- Experience with Inntopia.
- Experience with RTP Ticketing.
- Proficiency with Word and Excel.
- Computer experience.
- Hotel experience.
Responsibilities
- Train and direct front desk agents.
- Resolve guest issues and challenges in a friendly and timely manner.
- Oversee the facilitation of emergency procedures and handle emergencies such as power outages, inclement weather, and evacuations.
- Carry out supervisory responsibilities in accordance with policies and procedures.
- Welcome guests, check them in and out, distribute room keys, assist with inquiries regarding charges, and take payments.
- Assist guests with reservations or refer them to the appropriate source.
- Explain hotel, resort, local amenities, and attractions to guests.
- Maintain 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 daily, weekly, and monthly safety briefings.
- Train staff on monthly safety information and briefings.
- Take statements and file proper paperwork for incidents.
- Proactively 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 wear the appropriate uniform, ready to work.
- Perform other duties as assigned.
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, including 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
Mid Level
Education Level
No Education Listed
