Team Lead Guest Services

2 months ago

Kirkwood, United States Vail Resorts Full time

Job Summary:

The Team Lead Guest Services Attendant will support the call center agents in delivering the highest level of guest service to the resort guests. This position will also answer guest questions about resort activities, transfer calls, and take guest messages. When necessary the Lead Guest Services Attendant will handle escalated calls and guest issues, promptly and with the utmost professionalism. 

Job Specifications: 

Expected Pay Range: $23.00 - $24.76 / hour

Shift & Schedule Availability: Full Time

Skill Level: Team Lead

Job Responsibilities:

Responsible for ongoing training and development of new and existing staff 

Supervise shifts- handling escalations, room moves, team needs, and tasks assigned by the manager 

Receive housekeeping requests from guests, owners, and employees and dispatch them to the appropriate housekeeping department. 

Receive maintenance requests from guests, owners, and employees and dispatch out to the appropriate Property Management office, and log all calls. 

Dispatch Emergency Services per established procedures, log all dispatches and contact additional agencies/resources as needed. 

Explain guest pay folios over the telephone and e-mail receipts. 

Complete shift duties, follow procedures to ensure completion, pass to next shift as necessary. 

Assist Owners and Guests with luggage, room-moves, wheelchairs, cribs and rollaway beds.

Other duties as assigned 

Job Requirements: 

High school diploma or equivalent - required 

Previous experience in guest service – required 

Ability to work outside, on your feet, in all weather conditions for long periods of time 

Microsoft office proficiency - required 

Flexible schedule including weekends and holidays- required 

Read, write, speak, and comprehend English - required 

College degree - preferred 

Previous experience in Lodging/Hospitality/Call Center - preferred 

Previous supervisory experience - preferred 

The expected pay range is $23.00 - $24.26. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

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