Front Desk Lead (54547)

Welcome Guests to Telluride’s Living Room

The Hotel Telluride. It is where guests become locals. It’s where locals gather to hear live music. It’s where guests become friends. The Hotel Telluride is a boutique chalet with a European feel, situated in authentic Downtown Telluride, surrounded by the San Juan Mountains. Come and join us as we encourage our guests to spend their days falling in love with the town of Telluride and rest easy knowing that our knowledgeable staff will take care of them.

The Hotel Telluride is proudly managed by Providence Hospitality Partners, which is based in Denver, Colorado, and founded in 2002. We strive to operate hotels where every guest wants to stay, every associate wants to work, and every investor wants to own. We encourage and support each associate to achieve clearly defined objectives, and we pursue a proactive position to enhance the wellbeing in our communities. We provide a corporate culture that values teamwork, a strong work ethic, service to others, and personal balance.

SUMMARY: The Guest Service Front Desk Lead provides a welcoming and accommodating experience to every guest and visitor and delivers front desk services to guests in a friendly, efficient, and professional manner.

DUTIES AND RESPONSIBILITIES:

• Understand and promote a culture of responsibility for those “Within our Care.”
• Be a brand ambassador; know and represent the brand story, local information, and be in appropriate uniform at all times.
• Anchor associate for providing front desk/guest reception coverage and coordination of additional coverage and shift responsibilities
• Assist in onboarding and training new associates
• Provide flexible availability to support the busiest times periods, which can fluctuate
• Be the go-to person for on-call coverage
• Greet guests and check them into hotel following established procedures including, but not limited to, assuring all necessary information is received and entered into computer, obtaining credit card imprint for incidental expenses, informing guests of pertinent hotel policies, issuing room keys, directing guests to rooms and other areas.
• Respond to guest questions either in person or over the phone in a courteous and professional manner; provide information including but not limited to directions, shopping, dining, entertainment, hotel services, and safety.
• Fulfill guests’ needs, ensuring their stay is as pleasurable as possible; assist with dining, entertainment, or transportation reservations as needed.
• Assist guests with luggage, doors, guest room access, and technology.
• Resolve guest problems/complaints; utilize own best judgement in resolving issues or refer to management as needed.
• Answer hotel internal and external phone calls and provide information as needed; take messages for hotel guests and assure receipt.
• Make and confirm reservations for future hotel guests following established procedures including, but not limited to, assuring room availability, obtaining all necessary guest information, obtaining credit card information, assuring guests understand all hotel policies particularly with regard to reservation cancellation.
• Check guests out of hotel following established procedures including but not limited to computing bills, collecting payment, and providing guest with necessary paperwork
• Ensure the safety and protection of all guest information by following established procedures to safeguard personal information including credit cards and room assignments
• Promote the physical safety of our guests; thoroughly train on safety protocols and emergency procedures
• Maintain front desk area in a clean and orderly fashion
• Possess and maintain thorough knowledge of hotel and area’s attractions
• Perform clerical duties as required including but not limited to filing, photocopying, faxing, and mailing
• Complete all necessary paperwork; maintain files and records
• Perform other related duties as assigned by management

QUALIFICATIONS:

• Commitment to excellence and high standards
• Excellent written and oral communication skills
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Acute attention to detail
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow
• Excellent customer service skills
• Ability to understand and follow written and verbal instructions
• Professional appearance and demeanor
• Ability to effectively communicate with people at all levels and from various backgrounds

EDUCATION AND EXPERIENCE:

• Prior experience in a customer service industry or equivalent preferred

COMPETENCIES:

• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to stand, walk, bend, and reach
• Continually required to utilize hand and finger dexterity to operate a keyboard and office equipment
• Occasionally required to lift/push/carry items up to 25 lbs.

SALARY:

HOURS:

BENEFITS:

• Medical, Dental, and Vision Insurance
• Voluntary Short-Term and Long-Term Disability
• Company paid Basic Life and AD&D Insurance
• 401(k) with Company match
• Paid Time Off and State required sick pay
• 8 Paid Holidays
• Hotel discounts by brand

Salary : $26 - $28