Front Desk Team Lead

3 weeks ago


Santa Rosa, California, United States Pyramid Global Hospitality Full time
Job Summary

The Front Desk Supervisor plays a vital role in leading the Front Office team to ensure an exceptional guest experience. This position requires strong leadership skills, excellent communication abilities, and a passion for delivering outstanding customer service.

Key Responsibilities:
  • Lead the Front Desk team by providing clear, effective communication, both verbally and in writing.
  • Monitor lobby traffic and make staffing adjustments to ensure smooth operations.
  • Act as a role model, remaining calm and composed during emergencies or peak hotel activity.
  • Greet guests warmly and sincerely, ensuring an efficient and friendly check-in process.
  • Complete guest registration by inputting and retrieving information from the computer system, confirming guest details and room rates.
  • Select rooms based on guest preferences, confirming the room number and rate non-verbally.
  • Promote the hotel's loyalty and marketing programs to enhance guest experience and encourage repeat business.
  • Handle transactions and balance assigned house bank.
  • Perform accurate arithmetic functions and post charges to guest rooms and accounts using hotel systems.
  • Answer phones with clear, positive language, input messages, and relay guest messages promptly.
  • Address and resolve guest issues by researching the situation, offering appropriate solutions, and applying sound judgment.
  • Comply with all company policies and procedures to maintain a safe and efficient work environment.
  • Authorize revenue adjustments when necessary, after exploring other options.
  • Uphold attendance and punctuality standards as set by the hotel.
Requirements:
  • Ability to manage internal and external customer interactions with patience, tact, and diplomacy, especially in conflict resolution.
  • Strong verbal and written communication skills, including the ability to prepare reports on room availability and revenue.
  • Competence in basic mathematics and ability to accurately input information using a moderately complex computer system.
  • Capability to stand, walk, and perform continuously at the front desk.
  • High school diploma required; some college preferred.
  • Any combination of education, training, or experience that provides the necessary skills and abilities.
  • Two years of prior front desk and supervisory experience preferred.
  • Must maintain a neat, clean, and professional appearance.
  • Bilingual applicants are preferred.
  • Flexibility to work any shift, as the hotel operates 24/7.
Compensation:

The compensation for this position is $25.00/Hr. - $28.00/Hr. based on qualifications and experience.
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