Lead Front Desk Agent

POSITION SUMMARY:

Assists the Front Desk Management team in administrating front desk functions and supervising the staff on a daily basis. Position works with managers and team members to carry out procedures ensuring an efficient check-in and out process that maximizes guest satisfaction.

POSITION RESPONSIBILITIES/DUTIES:

• Displays an engaging personality that attracts guests with an always-present smile, clear voice, and willingness to initiate conversation without prompting.
• Assists in checking in and out of guests.
• Attends to guest complaints and requests as necessary.
• Provides a warm and sincere greeting and farewell while recognizing guests and team members appropriately and by name whenever available (Grand Promise).
• Interacts and communicates with hotel guests and exemplifies the best possible service in a courteous and hospitable manner, having knowledge of the hotel, hotel staff and services including hours of operation, and guestrooms including knowledge of location, views, amenities, and the surrounding area.
• Takes ownership of situations or tasks by fully understanding the issue, asking for help when needed, communicating progress, and delivering results effectively and efficiently.
• Handles all guest and team member concerns as necessary and communicates issues to Front Desk Management.
• Manages a positive work environment that stimulates and motivates team members to promote Guest Service standards.
• Assists in training, motivating and supervising staff to ensure that employees receive adequate guidance and resources to accomplish established job requirements.
• Registers and settles guest accounts efficiently while adhering to all service standards.
• Completes required paperwork for various department transactions and reports, task lists and input information into all computer systems accurately.
• Process all cash transactions by accepting money or credit card and apply correctly following all policies and procedures.
• Handles all guest calls to the front desk and dispatches necessary departments to fulfill guest requests.
• Responsible for the daily pre-blocking of all guest arrivals according to their requests.
• Liaison between front office, housekeeping and front services.

MINIMUM REQUIREMENTS:

• Minimum one (1) year guest service experience
• High School Diploma or equivalent
• Excellent guest service skills
• Must maintain a professional, neat and well-groomed appearance adhering to the Downtown Grand and Department standards
• One (1) year previous front desk and/or rooms control experience preferred
• Technical knowledge of property management systems such as HMS, LMS, Opera and knowledge of Microsoft Suite.
• Ability to provide courteous, friendly and efficient service to all guests at every interaction
• Ability to communicate effectively both orally and written with all business contacts
• Ability to get along well with co-workers and work well as a team
• Must have a positive attitude that focuses on creating the best overall experience for our guests
• Ability to work in a fast-paced, busy, and stressful environment while maintaining physical stamina and a positive mental attitude
• Ability to deal effectively with guests, management, employees and outside contacts while working under pressure and meeting deadlines
• Leadership or Supervisory experience preferred.
• Must be able to work flexible schedule including all 3 shifts, weekends and holidays.
• Perform additional duties as assigned by management.

PHYSICAL REQUIREMENTS:

• Ability to move freely about the office, sit for long periods and withstand various activities such as frequent walking, standing, and bending.
• Must also be able to work in a casino environment with smoke, loud noises, and low lighting.
• Ability to maintain manual dexterity to access computer via computer keyboard and operate office equipment.

This job description in no way states or implies that these are the only duties to be performed by the team member in this position. It is not intended to give all the details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Downtown Grand is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Downtown Grand will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current team members to discuss potential accommodations with the employer.