Lead Front Desk Agent, The Grand Summit Hotel - Park City Resort

Job Description:

Do you want the opportunity to set the stage for our guests' visits? The Lead Front Desk Agent is responsible for ensuring smooth check-in and check-out procedures, and for creating outstanding first and last impressions on each guest. This leadership role is additionally responsible for running front desk operations, providing day-to-day work direction and training to Front Desk Agents, enforcing policies and procedures, and resolving issues and problems.

Duties/Responsibilities:

• Provide superior service to our customers (internal and external) at all times.
• Check in guests at front desk, confirming and entering appropriate information by asking for an ID card and credit card.
• Check guests out and ensure billing is correct; Take payments, post charges, enter amounts into computer, and balance accounts at end of shift.
• Run various computer reports at the beginning and end of the shift (checklist, D2L, D2S, Guest Folio, etc.)
• Answer a variety of questions from guests, and handle routine problems.
• Relay guest maintenance requests through Maintenance Connection and follow up with guest after 20 minutes.
• Relay guest housekeeping requests by calling the Housekeeping department and follow up with the guest after 20 minutes.
• Be knowledgeable about Owners and Owner Services program such as RCI and Space A reservations.
• Maintain knowledge of daily activities in and around the hotel, resort and Park City area.
• Be knowledgeable about the Grand Summit, Silverado, Sundial, and DoubleTree hotel amenities and lay-out.
• Assist in general maintenance and inventory of Front Office; Ensure cleanliness of the Front Desk, PBX, and reception area.
• Assist Bell and Valet when appropriate.
• Perform other tasks as assigned.

Qualifications:

• High school diploma - required.
• At least one year of relevant clerical experience - required.
• Basic typing skills with computer data entry experience - preferred.
• Basic reading, spelling, and math skills - required.
• Ability to converse clearly and comfortably with many different types of people - required.
• Ability to deal courteously and efficiently with customers and other company personnel - required.
• Ability to learn a variety of information about the company s lodging and recreational facilities, packages and services, as well as general information about the area - required.
• Must be willing to work weekends, holidays, nights, and graveyard shifts (as necessary) - required.