Hotel Lead

Position Summary

Responsible for assisting with the supervision of the Front Desk.

Essential Functions

• Leads staff during the shift and ensures appropriate professional standards of behavior, work standards, productivity, practices, and guest care are enforced.
• Assigns duties, responsibilities, and workstations to employees in accordance with work requirements.
• Takes active role in guest conflict resolution.
• Develops and maintains a teamwork environment.
• Trains team members in designated areas and monitor’s progress.
• Complies and balances cash drawers at the end of the day and/or shift.
• Reviews and maintains accurate inventory to correspond with stayovers, checkouts, and arrivals for the day. Be alert for changes/errors from previous shifts.
• Runs, reviews, and performs various reports to ensure either credit card authorization or other form of payment has been received for each room. Scrutinizes miscellaneous paperwork for accuracy, completeness, and legibility.
• Aids in the implementation of new systems, procedures and policies as communicated by management.
• Communicates daily in person or over the telephone with clients who inquire about reserving guestrooms, (Individual through multiple guestrooms), employing sales techniques to book the reservation(s).
• Prepares guest confirmations of reservations or cancellations, booking contracts and related correspondence regarding guest reservations (groups or individuals).
• Answers multi-line telephone providing information, routing calls, and taking messages.
• Performs check-in and checkout functions.
• Provides courteous guest service and responds promptly to Guest’s requests, questions, or complaints.
• Reviews front desk logbook. Note and/or follow up on any special problems.
• Logs guest’s requests/complaints, group bookings, VIP arrivals and other special instructions from previous shifts.
• Maintains communication with the Housekeeping Department regarding the status of rooms.
• Maintains familiarity with the hotel’s amenities and layout, reservation status, and procedural items that will help answer questions for your callers.
• Maintains working knowledge of Chinook Winds programs, events, promotions, and services.
• Knows and complies with all safety and security regulations and procedures.
• Performs all duties in accordance with Chinook Winds procedures and customer service standards.
• Responds and assists to potential guest service needs inside the arcade, hotel fitness room, and the hotel pool area.
• Performs other duties as instructed by the Hotel supervisor.

Position Qualifications

Core Competencies

Communication Skills- Ability to communicate effectively with others verbally.

Customer Oriented- Ability to take care of the customers’ needs while following company procedures.

Detail Oriented- Ability to pay attention to the minute details of a project or task.

Energetic- Ability to work at a sustained pace and produce quality work.

Leadership- Ability to influence others to perform their jobs effectively.

Problem solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.

Quality—the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.

Education

High School Diploma or GED.

Experience

One year of Hotel Front Desk experience.

One year of supervisory experience preferred.

Two years of previous experience in a position with high volume customer contact.

Computer Skills

Microsoft Office basic level or higher to include (Word, Excel, Outlook, Access).

Type up to 35 WPM.

10 Key operation experience, preferred.

Previous interaction with Property Management Systems preferred.

Previous experience with Agilysis Visual One or other systems preferred.

Certificates & Licenses

Other Requirements

Experience providing guest service over the phone.

Experience with professional presentation and interaction with the public, guests, and VIP’s.

Must obtain Siletz Tribal Gaming License; to respond to guest service needs at the arcade, which is not located at the Hotel Property.

Physical Demands

• Stand Constantly
• Walk Occasionally
• Sit Constantly
• Handling/Fingering Constantly
• Reach Outward Constantly
• Reach Above Shoulder Occasionally
• Climb Not Applicable
• Crawl Occasionally
• Squat or Kneel Occasionally

Lift/Carry

• 10 lbs or less Frequently
• 11-20 lbs Occasionally
• 21-50 lbs Occasionally
• 51-100 lbs Not Applicable
• Over 100 lbs Not Applicable

Push/Pull

• 12 lbs or less Occasionally
• 13-25 lbs Occasionally
• 26-40 lbs Occasionally

Other Physical Requirements

• Vision: Near and Far
• Sense of Sound

Work Environment

Work will take place in a small office environment with occasional exposure to a busy resort and gaming environment with multiple distractions. The noise level in the work environment is usually quiet to moderate.

Working Conditions

Conditions of employment include passing a pre-employment drug screen, a background investigation, and completing a 180-day introductory period.