Lead Front Desk Agent - Limelight Ketchum

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 Desk Manager.

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
• Perform tours of the hotel throughout the evening to monitor employee's performance, notice deficiencies, engineering issues and notify appropriate Department Heads
• Manage room inventory on sold out nights to maximize occupancy. Maintain 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

Requirements

• College degree in related field preferred
• 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

Benefits

• Health, Dental and Vision Insurance Programs
• Flexible Spending Account Programs
• Life Insurance Programs
• Paid Time Off Programs
• Paid Leave Programs
• 401(k) Savings Plan
• Employee Ski Pass and Dependent Ski Passes
• Other company perks