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Front Desk Team Leader Grand Lake

4 months ago

Kissimmee, United States Daily Management Inc Full time
Job DescriptionJob Description

Position Title: Front Desk Team Leader July 2024

Resort and Location: Grand Lake Resort

Job Code:

Department: Front Office

FLSA Status: Non-Exempt

Reports To: Assistant Resort Manager

Position Summary:

The Front Desk Team Leader will report directly to the Assistant Resort Manager.

Core responsibilities include the following, but are not limited to:

Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Report accidents, injuries, and unsafe work conditions to manager. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards.

Specific Responsibilities:

  • Assist guests with check ins and check outs and any other guest service requests.
  • Provides training for all new hires and instills the importance of following resort policies and procedures.
  • Greets and directs guest promptly with enthusiasm.
  • Immediately Resolves and follows-up on all guests/owner’s complaints/issues.
  • Keeps track of courtesy calls, maintenance call backs, and logbook information.
  • Track, follow up and resolve concerns from online platforms such as Google, Trip Advisor, Expedia, and RCI.
  • Assist in various departments, if necessary, in order to achieve guest satisfaction.
  • Other duties as assigned and deemed necessary by management.

Position Requirements (Skills/Abilities):

Experience:

Three to five years of hospitality-related experience is required. Timeshare or Resort management experience is highly desirable. Must be able to manage multiple priorities simultaneously, communicate effectively at all levels; and demonstrate the ability to analyze and resolve problems. Must possess significant computer software program experience, especially Excel and Word.

Education: High School diploma or GED required.

Flexible Scheduling: Must be available to work Mornings, Afternoons, Evenings, Friday, Saturday, Sunday and Holidays.

Physical Demands:

While performing the duties of this job the employee is required to walk, stand, stoop, kneel, crouch or crawl. The employee is required to use his/her hands and fingers to feel, and reach for objects of various sizes, shapes and weight.

The employee will occasionally be required to climb a step ladder or balance and to talk, hear and/or smell. The employee must be able to lift up to 15 pounds at times. Specific Vision abilities required for this job include Close vision, Distance vision, color vision, peripheral vision, depth perception and ability to focus in various settings. Good Customer Service skills are a must.

Standards of Appearance:

This position is highly visible in all resort areas, team members must present a clean professional appearance and must adhere to Daily Management, Inc., Local Standard Operating Procedures-Standards of Appearance.

Standards of Conduct:

The high ethical standards of Daily Management, Inc. must be upheld by all members of the management team. The policies relative to press relations, equal opportunity, discrimination, sexual harassment, vendor relations, alcohol consumption, etc., stated in the Team Member handbook and manuals are inviolable. We pride ourselves on providing a professional caring atmosphere for guests and fellow team members and will achieve this goal through responsible action as individuals and as a group.

Note:

This position description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Job duties will vary based on the property location specific. Team members will be required to perform any other job-related duties assigned and needed in their role. This document does not create an employment contract, implied or otherwise, other than an "at will" employment agreement.


We offer generous employee benefits which include:

• Health, dental and vision insurance

• Paid time off (including a birthday holiday)

• 401k with generous employer match.

• Resort Discounts nationwide

EEO ADA M/F VET DISABLED