Position: Guest Service Agent - Lead

Position: Guest Service Agent - Lead Exempt Non-Exempt *Department*: Front Desk *Reports to: * General Manager *Purpose of the Position: *Provides guidance and leadership as the Guest Service Agent - Lead ensuring consistent quality customer service is delivered.
*Essential Responsibilities:* · Communicate effectively both verbally and in writing to provide clear direction to staff.
Assign and instruct guest service agents in details of work.
Observes performance and encourages improvement.
· Greets guests immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
· Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Nonverbally confirm the room number and rate.
Provide welcome folders containing room keys, certificates, and coupons as appropriate.
Close out guest accounts at time of check out.
In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance.
Requires standing and continual mobility throughout front office area.
· Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash: make changes and balance as assigned house bank.
Accept and record vouchers, travelers’ checks, and other forms of payment.
Perform accurate, moderately complex arithmetic functions using a calculator.
Post charges to guest rooms and house accounts using the computer.
· Promptly answer the telephone using a positive and clear English language.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimiles for customers as requested.
· Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees.
Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.
Make decisions and act based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
· Maintain adequate inventory of supplies.
Prepare appropriate purchase orders in a timely manner to ensure proper par levels.
· Manage Third Party Internet billing and arrivals.
Prepare group arrivals.
Prepare pre-arrival packets as requested/required.
Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.
· Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel.
Ensure compliance with all brand standards.
Coordinate and track successful completion of training on PMS system.
· Monitor and track time and attendance of associates.
Reinforce attendance policy with staff; recommend progressive discipline procedures associates who are not in compliance with standard.
· Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey.
Work with other supervisory and management staff to address all areas to ensure consistent quality work environment.
· Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
· Turns in all lost and found items and all guest room keys.
· Adheres to all company policies and procedures.
· Follows safety and security procedures and rules.
· Knows department fire prevention and emergency procedures.
· Utilizes protective equipment.
· Reports unsafe conditions to management.
· Reports accidents, injuries, near-misses, property damage or loss to management.
· Provides for a safe work environment by following all safety and security procedures and rules.
· All team members must maintain a neat, clean and well-groomed appearance.
(Specific standards outlined in team member handbook).
· Assists other Front Desk Personnel when need.
· Perform any related duties as requested by management.
*Skills and Abilities:* · Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
· Two years combined prior front desk and supervisor experience.
· Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
· Ability to read, listens, and communicates effectively in English, both verbally and in writing.
· Ability to access and accurately input information using a moderately complex computer system.
· Hearing and visual ability to observe and detect signs of emergency situations.
*Education and Experience Requirements:* · Preferred, High School diploma.
· Any combination of education and experience equivalent, training or experience that provides the required knowledge skills and abilities.
*Physical Demands: *Ability to stand and move throughout front office and continuously performs essential job functions.
Standing 95% of shift, lifting to 25 pounds maximum.
Occasional twisting, bending, stooping, reaching, standing, walking.
Frequent talking, hearing, seeing, and smiling.
_This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.
Employees will be required to perform any other job-related duties assigned by their Manager, Supervisor or General Manager.
_ _This document does not create an employment contract, implied or otherwise, other than an __*"at-will"*_ _employment relationship.
_ *Meal and Rest Periods: * *It is required that all non-exempt employees receive a one-half (1/2) hour unpaid meal period.
A one-half (1/2) hour break must be taken within five (5) hours of the start of the shift.
If an employee works more than 10 hours in one shift, the employee will receive a second one-half (1/2) hour unpaid meal period.
* *The employee will also receive a ten (10) minute paid break for every (4) hours of work or a major fraction thereof.
When the employee is on the (10) minute paid break, the employee can leave the premises during this time.
* Attendance: Regular attendance in conformance with the standards is essential to the successful performance of this position.
Employees with irregular attendance/tardiness will be subject to disciplinary action, up to and including termination of employment.
Upon employment, all employees are required to fully comply with rules and regulations and will be subject to disciplinary action, up to and including termination of employment.
Job Type: Full-time Pay: $19.
00 per hour Benefits: * Dental insurance * Health insurance * Paid time off * Vision insurance Schedule: * 8 hour shift * Day shift * Evening shift * Holidays * Night shift * On call Work setting: * In-person Application Question(s): * Do you have Opera Experience Education: * High school or equivalent (Preferred) Experience: * Hotel experience: 1 year (Required) Work Location: In person