Guest Service Lead

Essential Functions and Responsibilities of the job include but are not limited to:

• Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests
• Communicate effectively with guests and fellow team members.
• Be proficient at all Guest Service systems and processes.
• Supervise, train, coach and retrain Guest Service Team on systems, processes, procedures and guest interaction.
• Oversee and ensure accountability in all aspects of Guest Service Team’s performance.
• Responsible for all front office activity during scheduled shifts
• Monitor and adjust room availability status.
• Check travel agent commissions, franchise frequent stay program activity and central reservations.
• Monitor and complete filing of registration cards, reservations, correspondence and no- shows.
• Check Maid’s list and ensure room availability status is accurate.
• Check and audit banks.
• Check dry cleaning status.
• Check time cards to posted schedule.
• Submit daily report to Guest Services Manager (written or verbal).
• Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on the phone.
• Contribute to and maintain established information and communication sources such as department and front desk log books in order to enhance department communications and operations.
• Provide assistance to other team members and departments to contribute to the best overall performance of the department and hotel.
• Perform other duties as assigned, requested or deemed necessary by management.
• Deliver DKN’s "Home Away From Home" experience.
• Perform other duties as assigned, requested or deemed necessary by management.

*Management retains the discretion to add or change the duties of the position at any time. *

Supervisory Responsibility:

Responsible for supervision of Guest Service Team.

Independent Judgment Used:

Often within the guidelines established by management and to the extent of operating within the Company policies and procedures.

Working Conditions/Environment:

Front desk/lobby area. Access to entire interior and exterior of property.

Knowledge/Education/Experience:

Minimum of two (2) years hotel experience as Front Desk Supervisor or progressive front desk responsibility. Hotel front desk operations and procedures. Strong English skills, both oral and written.

Skills/Abilities/Other Requirements:

Good customer service, communication skills (written and verbal) and attention to detail. Salesmanship and public relations. Personnel supervision and training. Ability to prioritize, organize and delegate work assignments. Ability to maintain good team member relations. Ability to develop and maintain effective guest relations. Ability to direct performance of team members and follow-up with corrective action where needed. Basic accounting procedures, typing, cash registers, calculators and computer skills required. Current valid driver’s license, proof of auto liability insurance. Dependable.

Physical Requirements:

Standing for long periods of time. Frequently walking indoors, outdoors, up and down stairs, sitting, bending, stoping, twisting, reaching, lifting and carrying. Reaching above, at and below shoulder level. Lifting and carrying unassisted up to 20 lbs.

Additional Comments:

• Must be aware of the importance of safety and security.
• Endeavor to be conscious of safety and security at all times.
• Living the DKN Values’ behaviors
• Friendly and courteous to guests and fellow team members at all times.

Salary : $24 - $25