Lead Front Desk Agent

3 weeks ago

Las Vegas, United States Downtown Grand Las Vegas Full time
Full-Time/Part Time

Lead Front Desk Agent

Assist the Front Desk Management team in administrating front desk functions and supervising the staff on a daily basis. Position works with managers and team members to carry out procedures ensuring an efficient check in and out process that maximizes guest satisfaction.

  • Display an engaging personality that attracts guests with an always present smile, clear voice, and willingness to initiate conversation without prompting
  • Assists in checking in and out of guests
  • Attend to guest complaints and requests as necessary
  • Provide a warm and sincere greeting and farewell while recognizing guest's and team members appropriately and by name whenever available (Grand Promise)
  • Interact and communicate with hotel guests and exemplify the best possible service in a courteous and hospitable manner, having knowledge of the hotel, hotel staff and services including hours of operation, and guestrooms including: location, views, amenities, knowledge of the surrounding area
  • Take ownership of situations or tasks by fully understanding the issue, asking for help when needed, communicating progress, and delivering results effectively and efficiently
  • Handle all guest and team member concerns as necessary communicating issues to Front Desk Management

  • Manage a positive work environment that stimulates and motivates team members to promote Guest Service standards, upsells and Grand Inspired
  • Assists in training, motivating and supervises staff to ensure that employees receive adequate guidance and resources to accomplish established job requirements
  • Register and settle guest accounts efficiently while adhering to all service standards
  • Complete required paperwork for various department transactions and reports, task lists and input information into all computer systems accurately
  • Process all cash transactions by accepting money or credit card and apply correctly following all policies and procedures
  • Handles all guest calls to the front desk and dispatches necessary departments to fulfill guest requests
  • Responsible of the daily pre-blocking of all guest arrivals according to their requests
  • Liaison between front office, housekeeping and front services.

Required:

    • Minimum one (1) year guest service experience
    • High School Diploma or equivalent
    • Excellent guest service skills
    • Maintain a professional, neat and well-groomed appearance adhering to the Downtown Grand and Department standards
    • Ability to maintain manual dexterity to access computer via computer keyboard and operate office equipment

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