Guest Services Team Leader
2 weeks ago
Key Responsibilities:
- Facilitates the training and development of front desk personnel.
- Guarantees daily coverage for all front desk shifts.
- Oversees the proper greeting, registration, and room assignment for hotel guests.
- Communicates essential information to team members and other departments.
- Ensures accurate processing of hotel reservations by front desk staff.
- Verifies credit card authorizations or collects cash payments from guests and groups.
- Manages the main telephone line, directing calls to appropriate departments or guest rooms.
- Assists management with group room block inquiries.
- Ensures thorough review of guest accounts and charges during check-out.
- Maintains familiarity with Hilton Standards and Reward Programs.
- Stays informed about daily events within the hotel, conference center, and restaurant.
- Maintains open communication with housekeeping and maintenance regarding guest concerns.
- Strives for complete guest satisfaction.
- Effectively addresses elevated guest complaints or issues.
- Ensures completion of daily checklists by front desk associates.
- Responsible for the issuance and management of Department Manager Keys.
- Posts banquet charges and manages related accounts.
- Ensures accurate balancing of credit card and cash documentation.
- Completes any direct assignments from management.
- High school diploma or equivalent.
- Previous experience in hotel front desk operations is preferred.
- Experience with Hilton ONQ is highly desirable.
- Exceptional guest service and communication abilities.
- Strong attention to detail and follow-up skills.
- A genuine passion for the hospitality and service industry.
The physical demands necessary for successful performance in this role include the following: reasonable accommodations may be made for individuals with disabilities.
- Ability to remain stationary for up to 8 hours daily.
- Capability to transport items weighing up to 25 pounds.
- Effective communication skills are essential.
We are proud to maintain a Drug-Free Workplace and are an Equal Opportunity Employer. All candidates will undergo a background check prior to employment.
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