Lead Front Desk Agent - The Arrabelle - Year Round - Full-time / Part-time

Job Description:

The Lead Front Desk Agent provides guidance and leadership to the Guest Service Assistants ensuring consistent quality customer service is delivered. The Front Desk Supervisor will resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. They will make decisions and take action based on good judgment and SOP's. This position will assign and instruct Guest Service Assistants in details of work, observe performance and encourage adherance to standard procedures.

• Welcome guests in a warm, friendly, prompt and professional manner.
• Oversee the registering of guests, issuing of room keys, providing information on hotel services and room location, and processing payments for stay and all guest room move request according to The Arrabelle's Operating standards.

• Maintain a high level of professional apperance, demeanor and ethics in dealing both with guests, co-workers and subordinates.

• Act as the Manager on Duty when necessary and carry out the duties required of a manager.

• Assisting the Manager on Duty with guest issues and requests, assisting the Manager on Duty with guest issues and requests.

• Assist with training new and existing front desk agents on the check in and check out procedures adhering to standards and ensuring quality service, complies with all Resort policies, procedures and standards of operation.

• Plan and implement upgrade strategy for all next-day arrivals.

• Answer phones in a prompt and courteous manner with a pleasant, energetic voice, Utilize all guest profiles and names, and provide preferences accordingly, anticipate guests' needs, respond promptly and acknowledge all guests passing by.
• Supervise the day to day front desk operations including the check in and check out procedures; ensuring rooms have been checked out and that guest's bills are correct.
• Follow and monitor proper cash handling procedures outlined in the bank contract and training manual