Guest Service Lead

As Guest Service Lead, you will be responsible for overseeing the guest service team, ensuring that quality standards are met and that optimum service is provided.  This position is that of a working manager, where time is split between team member training and supervision, as well as filling in for regular front desk shifts, as needed.  If you are service-oriented and have a talent for leading and motivating a team, this may be just the job for you!
 

RESPONSIBILITIES
 

• Observes performance to ensure adherence to hotel policies and established operating procedures.  Answers questions as they arise.


• Assists with guest service team member training, including safety training.


• Maintains accurate records including cash flow sheets, registration cards, direct bills, credit cards, and all other sensitive documents.


• Completes daily managers’ report which sums up the day – how many arrivals, departures, guest issues, guest satisfaction scores, standard of the week, etc.


• Takes on projects as assigned by managers and completes them by due date.


• Receives, assists and helps resolve guest complaints and team member issues.


• Provides input to the Managers on staff meeting topics; assists with leading the meetings.


• Assists with human resources functions of guest service department by engaging and motivating team members and focusing on team member development and retention.


• Observes guest service team members and provides mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize exceptional performance.


• Assists with onboarding, culture training and ongoing development of each department team member, with a focus on team member satisfaction, productivity, and guest satisfaction.


• Performs functions of the Front Office Manager in their absence.

ESSENTIAL FUNCTIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.


• Routinely inspect service areas, storerooms and corridors.


• Manage supply stock and maintenance of equipment.


• Ensure all hotel property is in working order. Report missing articles, damage, or mechanical problems to management, as necessary.


• Follow Company policies and procedures.


• Other duties as assigned by supervisor or management.

QUALIFICATIONS
 

• Previous guest service experience required.


• Previous supervisory experience preferred.


• Strong customer service skills and the ability to manage difficult guest and team member situations.


• Strong ability to develop, monitor, and train all revenue opportunities.


• Strong ability to manage, train and motivate a diverse team.


• Above average ability to initiate and facilitate renovations and repairs.


• Strong oral and written communication skills. Knowledge of Opera, Microsoft Office, Word and Excel a plus.


• Strong critical thinking ability; ability to make decisions with only general policies and procedures available for guidance.

BENEFITS

• PTO with immediate accrual


• Access 50% of your wages prior to payday


• Discount program for car rentals, travel, entertainment, etc.


• Hotel Discounts Worldwide


• Health Insurance 


• Dental Insurance 


• Vision Insurance


• Basic Life/AD&D and Supplemental Life Insurance


• Voluntary Options – Critical Illness/Accident/Hospital Indemnity/Short Term Disability/Legal  


• Employer Sponsored Long-Term Disability Coverage 


• 401(k) with immediate match


• Double Time for Holidays Worked


• Health Savings Account 


• Employee Assistance Program (EAP) 


• Dependent Care FSA