Front Office Lead

The Front Office Lead is responsible for assisting the Front Office Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Essential Functions

• Must adhere to the company’s Service culture – 4 Keys to creating guests for life. 


• Must participate in all resort required meetings and trainings.

• Ensure smooth shift operation and report to the Management of any issues that may arise.


• Comply with Marriott Standards and regulations to encourage safe and efficient resort operations.


• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.


• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.


• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.


• Be familiar with all in-house groups.


• Be aware of all closed out and restricted dates.


• Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.


• Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable.


• Establish and maintain good communications and teamwork with fellow employees and other departments within the resort.


• Have knowledge of and assist in all emergency procedures as required.


• Oversee and ensure that all guests are checked in/out in a friendly, efficient, and courteous manner.


• Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.


• Responsible for issued house bank.


• Be able to perform all duties of Guest Services Agent.


• Run room status reports in a timely manner and relay necessary information to affected departments and individuals.


• Answer all guest inquiries in a timely and professional nature.


• Be involved in departmental meeting, planning and execution.


• Assist in training and cross training of new hires and current employees on a regular basis.

• Abide by all resort policies and safety rules.


• Perform other duties as requested by management.

• Must be able to lift and/or carry up to 50 pounds frequently to assist guests 


• Ability to stand for extended periods of time 


• Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors, and guests a normal in-person and phone conversation 


• Ability to bend and twist, push, and pull, stoop, and kneel 


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  Ascend and descend a ladder