Service Express Guest Service Agent Lead (Full Time)
About The Position
The Service Express Guest Service Agent Lead performs guest-service and room-service communications duties while providing day-to-day guidance, coordination, and support to coworkers. The Lead is a working member of the team who helps organize workflow, communicate priorities, assist with training, encourage safe and efficient work practices, and support departmental objectives. The role leads by experience and example and does not include hiring, discipline, performance evaluations, or other management functions. The position handles resort telephone calls, wake-up calls, guest messages and facsimiles, emergency communications, room-service orders and dining reservations. It also coordinates deliveries, follows service standards and procedures, responds to guest requests and concerns, and supports room-service waithelp as needed.
Requirements
- Read and write well enough to perform job duties.
- Department of Health TB Clearance.
- Pleasant and friendly demeanor.
- Ability to multitask.
- Ability to prioritize and organize workload.
- Ability to manage stressful and challenging situations.
- Ability to sit at a desk answering a phone for most of the shift.
- Ability to communicate verbally and in writing with employees, managers, and guests or clients.
- Ability to communicate over the phone.
- Proficiency using a computer for reports and dining reservations.
- Ability to use a switchboard, telephone, radio, office equipment, and the resort POS system.
- Ability to work shifts and days determined by the restaurant manager.
- Ability to work more than 40 hours per week when needed.
Responsibilities
- Answer and direct internal and external telephone calls in a friendly, efficient, and courteous manner through the resort switchboard, following standard operating procedures.
- Program and log wake-up calls.
- Retrieve and input messages and facsimiles when requested.
- Coordinate resort communications, including emergency procedures, alarms, life safety, and natural disasters.
- Take food and beverage room-service orders and process them through the resort POS system.
- Assign deliveries and other tasks to waithelp and ensure prompt service according to standards.
- Take dining reservations for resort restaurants and maintain knowledge of menus, operating hours, and entertainment.
- Contact applicable departments regarding guest requests or concerns.
- Suggestively sell and upsell menu items.
- Perform tasks consistently according to sequence-of-service standards and SOPs.
- Assist room-service waithelp as needed.
- Provide schedule information to food and beverage team members upon request.
- Recommend the resort’s restaurants and facilities to guests.
- Provide day-to-day guidance, coordinate work, communicate priorities, assist with training, promote safe and efficient work practices, and support completion of departmental objectives.
- Perform other related duties as assigned or required.
Benefits
- Medical, drug, vision, and dental care
- Life insurance
- Paid vacation and sick leave
- Dining and golf discounts
- Team member recognition programs
- Training and career opportunities
- Industry-competitive salaries
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
