Lead Front Desk Agent
Vail Resorts•Dover, VT
•$23 - $31
About The Position
The Lead Front Desk Agent provides guidance and leadership to Guest Service Assistants to ensure consistent, high-quality customer service. The role resolves guest complications and complaints through thorough research and effective solutions, using sound judgment, communication, and standard operating procedures. It supervises day-to-day front desk operations, supports staff training, and may act as Manager on Duty when necessary. This is a year-round, full-time position.
Requirements
- Must be at least 18 years of age.
- Must be able to communicate fluently in English.
- Friendly, strong people skills.
- Somewhat strong computer skills.
Responsibilities
- Welcome guests warmly, promptly, and professionally.
- Oversee guest registration, room-key issuance, provision of hotel-service and room-location information, payments, and guest room move requests according to operating standards.
- Answer phones promptly and courteously with a pleasant, energetic voice.
- Plan and implement an upgrade strategy for next-day arrivals.
- Perform front desk duties and assist property management, staff, and guests as needed.
- Use guest profiles and names to provide appropriate preferences and personalized service.
- Distribute mail, messages, and faxes according to standard operating procedures.
- Maintain a professional appearance, demeanor, and ethical standards with guests, coworkers, and subordinates.
- Build strong working relationships with coworkers and managers to support communication and teamwork.
- Act as Manager on Duty when necessary and carry out the required manager duties.
- Assist the Manager on Duty with guest issues and requests.
- Help train new and existing front desk agents on check-in and check-out procedures, standards, and quality service.
- Assist at other internal and external department front desks as necessary.
- Supervise daily front desk operations, including check-in and check-out; ensure rooms are checked out and guest bills are correct.
- Anticipate guest needs, respond promptly, and acknowledge guests passing by.
- Conduct tours of hotel guest rooms and general areas as needed.
- Handle confidential information, including guest records, with a high degree of integrity.
- Participate in training classes.
- Ensure the department supports recycling efforts and environmental initiatives.
- Keep the Front Desk tidy and clean at all times.
- Assist other departments as needed to ensure smooth operations.
- Assist the Shift Manager with daily room assignments.
- Communicate guest feedback to appropriate managers and update Guest History.
- Comply with resort policies, procedures, and operating standards.
- Embrace and promote Vail Resorts values.
- Reconcile guest accounts.
- Perform other duties as assigned.
Benefits
- Free employee ski passes.
- Employee-discounted lift tickets for friends and family.
- Free ski lessons.
- Employee discounts on lodging, food, gear, and mountain shuttles.
- 401(k) Retirement Plan.
- Employee Assistance Program.
- Training and professional development.
- Referral Program.
- Health, medical, dental, and vision insurance plans for eligible seasonal employees after working 500 hours.
- Free ski passes for dependents.
- Critical illness and accident plans.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
