Front Office Team Lead

3 days ago


Manchester, Vermont, United States The Equinox Resort Full time
Overview

We are seeking a highly motivated and experienced individual to join our Front Desk team as Front Office Supervisor. The successful candidate will have a proven track record of providing exceptional customer service, leading by example, and responding in a professional and courteous manner to guests and team members.

Key Responsibilities
  • Provide exceptional customer service by being engaging and taking sincere interest in guests
  • Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established
  • Help to resolve problems and "wow" guests through recovery when things aren't quite right
  • Supervise daily shift process ensuring all team members adhere to standard operating procedures
  • Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests
  • Work closely with the Maintenance and Housekeeping teams to communicate and coordinate the day
  • Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation
  • Maintain the Sundries shop, keeping up with inventory and ordering as necessary
  • Promote and sell special hotel programs
  • Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information
  • Be knowledgeable of all emergency procedures and policies
  • Maintain house bank
  • Communicate all pertinent information to manager on duty
  • Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds
Requirements
  • Must be available to work a flexible schedule to include nights, weekends, and holidays
  • High school diploma or equivalent
  • Previous hotel or resort experience preferred
  • A strong desire to make an impact on other people
  • An outgoing and engaging personality
  • Computer skills
  • Excellent verbal and written communication skills
  • Ability to work in a fast-paced setting
  • Ability to stand for the duration of the shift


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