POSITION DESCRIPTION

TITLE : Front Desk Lead

Front Desk Lead

LAST UPDATED : December 20, 2023

December 20, 2023

DIVISION

Guest Services

DEPARTMENT : Hotel

Hotel

REPORTS TO :

Hotel Shift Supervisor

FLSA STATUS : Non-Exempt

Non-Exempt

COMP LEVEL :

Summary : Supervises and coordinates activities for an assigned shift and / or area of responsibility.

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by this position.

Employee(s) may be required to perform position-related tasks other than those specifically listed in this description.

Essential Job Functions :

• Coordinates, schedules, and supervises Hotel activities and special projects.
• Greets, registers, and assigns rooms to guests; issues room keys and escort instructions to Bellstaff.
• Maintains records of room availability and guests’ accounts; posts charges such as room, food, liquor, or telephone to the ledger;

computes bills, collects payment, and makes changes for guests.

• Books and confirms reservations.
• Delivers mail and messages for guests.
• Responds to inquiries pertaining to hotel services, registration of guests, and other service-related questions.
• Schedules restaurant, transportation, and entertainment reservations; arrange for room tours upon request.
• Assists in training, scheduling, rewarding, coaching, counseling, and evaluating Front Desk Clerks and Bellstaff.
• Frequently responds to guest and employee questions and situations as required.
• Will provide support to supervisors and will fulfill Supervisor duties in their absence.

Spirit Mountain Standards :

• Delivers Spirit Mountain’s Spirit of Excellence by consistently modeling attitudes and behaviors in alignment with SMGI’s Pride Values, Brand Promise, and Business Vision.
• Learns comprehends and complies with all Company and departmental policies and procedures, MICS, gaming regulations, and Title 31 Regulation requirements.
• Follows all Corporate and departmental safety policies and procedures.

Supervisory Responsibilities :

• Ensures the hiring, training, promoting, assigning, disciplining, and discharging of employees are in accordance with Tribal Law, including without limitation, the Tribal Employment Rights Ordinance (TERO).
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws and in alignment with SMGI’s Pride Values, Brand Promise, and Business Vision.

Required Knowledge of :

• Principles and practices of hotel reservations, room assignments, and charges.
• Current trends in the hospitality industry.
• Methods and techniques of guest service.
• Computer hardware and software applications.
• Accounting and bookkeeping techniques
• Utilizing a multi-line phone.

Required Skill in :

• Monitoring and providing guest service.
• Operating computer hardware and software applications.
• Communicating both orally and in writing.
• Establishing and maintaining effective working relationships with others.
• Cash handling in a high-volume guest environment where consecutive transactions occur involving cash and / or debit / credit cards.

• High School Diploma or equivalent, and two (2) years of hotel, guest service, or cash handling work experience, including one (1) year of supervisory experience, supervising at least 10 employees or equivalent combination of education, training, and experience.
• High-security gaming license issued by the Grand Ronde Gaming Commission.
• Must be at least 18 years of age.
• Due to the nature of the interactions with other employees and the public we serve, employees may be required to provide documentation of or receive certain health vaccinations.

Environmental Factors and Conditions / Physical Requirements :

• Work is performed in an office and hotel environment.
• Work is subject to frequent standing, occasional sitting, walking, bending, reaching, kneeling, and lifting up to 10 pounds.
• Work is subject to frequent use of hands to finger, handle, feel, and reach with hands and arms.

Equipment and Tools Utilized :

Equipment utilized includes personal computer, standard office equipment, multi-line telephone, audio / video equipment, and two-way radio.

The above statements are intended to describe the major duties and responsibilities performed by this position and the employee acknowledges receipt of the job description.

Authorized Signature Date

Employee Signature Date

Last updated : 2024-04-28