Lead Front Desk Agent - Limelight Mammoth

Limelight Hotels•Mammoth Lakes, CA

14h•Onsite

About The Position

The Lead Front Desk Agent acts as the lead trainer and occasionally Manager on Duty in directing all activities of the department. This role will act as the point of contact for staff, guests, and involves managing guest inquiries and assisting with the efficient operation of the front office team. This position reports to the Front Office Manager.

Requirements

1 year previous hotel experience in front desk or guest services required
Knowledge of basic operating tasks in Front Office departments; Front Desk, Concierge, Guest Services
Proficient knowledge of industry terminology, trends and best practices
Proficient knowledge in company policies and procedures
Knowledgeable of computer systems and software programs including Microsoft Suite
Ability to engage with customers in a positive and helpful manner
Skilled in coaching and mentoring team members
Skilled in assigning tasks and responsibilities to team members based on their strengths
Ability to follow all safety policies and procedures and exercises caution when working
Ability to work in collaboration with others to achieve team goals
Ability to identify straightforward issues and propose simple solutions
Ability to handle difficult customer interactions and ensure high levels of satisfaction
Ability to manage multiple priorities and projects simultaneously without sacrificing quality
Ability to work independently with minimal supervision, completing work at a high standard

Nice To Haves

College degree in related field preferred

Responsibilities

Update and complete Training Manuals and SOP’s
Initiate and lead cross shift training sessions
Train new agents and offer refresher training to tenured staff
Act as the MOD when needed and assist with guest-related issues
Performs tours of the hotel throughout the evening to monitor employee's performance, notice deficiencies, engineering issues and notify appropriate Department Heads
Manages room inventory on sold out nights to maximize occupancy. Maintains close contact with other hotels with regard to their status and relocates guests as necessary
Greet guests and maintain a friendly and helpful attitude when dealing with guest needs
Coordinate with other departments daily needs or special requirements for all hotel guests
Assist in emergency and security procedures as directed by management
Complete tasks and projects delegated by your manager and assist other departments as staff and business levels demand
Other duties as assigned