Front Desk Lead (Full-Time) Morning/Afternoon

Job Description

Job Description

Front Desk Lead (Full- Time / Morning / Afternoon Shifts)

Job Description & Core Responsibilities

Department : Resort Front Desk

Reports To : RFD Manager / Manager on Duty

FLSA Status : Non-Exempt

Pay Grade : Grade 5

Starting Wage : $15.93 - $19.91

Gaming Class : Compact / Gaming License Required

Application Deadline : January 21st, 2025

Position Summary :

The Front Desk Lead oversees front desk operations in the absence of the Manager. The incumbent provides guest service, guidance, and leadership to ensure consistent customer service is provided. The Lead monitors lobby traffic to make staffing adjustments as appropriate, resolves customer complaints, trains, supervises, schedules, and assists in evaluating staff.

Core Duties and Responsibilities :

The Resort Front Desk Lead is responsible for the following duties :

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selecting rooms, coding electronic keys, promoting marketing events and promotions, providing pertinent resort front desk information, and ensuring guest knows location of room.
• Assist guests with check-out including, processing credit and debit cards, accepting and recording various forms of payment, and processing gift certificates.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room types, room rates, packages, promotions, the local area and other general product knowledge and answers to guest questions and inquiries.
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner.
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.
• Receive, input, retrieve and relay messages to guests.
• Review arrival list daily and assist in preparing and assigning rooms based on special requests for accommodations.
• Keep the front desk area clean, organized and well stocked with keys and keycards.
• Approach all encounters with guests and employees in a friendly service-oriented manner.
• Maintain high standards of personal appearance and grooming which includes wearing the proper uniform and name tag when working.
• Answer guest inquiries about hotel services, facilities, and hours of operation.
• Book room reservations while focusing on maximizing room revenue and average rate using standard company rate always quoting scenario.
• Maintain accurate profiles and reports.
• Provide customers with driving directions to our property and other area attractions.
• Maintain a strong knowledge of facility-wide events including understanding and promotion the Wild Edge Players Club.
• Answer in-coming and in-house phone calls in a friendly, courteous, and professional manner; provide callers with information they request regarding property and in-house promotions.
• Update reservation information.
• Maintain accurate records of bookings, cancellations, and payments.
• Work with customers over the phone, in person, or via email and provide excellent customer service.
• Fulfill reservation requests by determining the rooms available to meet customer desires.
• Verify customer information and payment options.
• Assign rooms and respond to customers with confirmation emails or letters.
• Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation.
• Speak using clear and professional language.
• Prepare / review written documents accurately and completely.
• Answer telephones using appropriate phone etiquette.
• Develop and maintain positive working relationships; support team to reach common goals.
• Enter and locate information using computers / POS systems.
• Work a flexible schedule including evenings, weekends, and holidays.
• Maintain a thorough working knowledge of the hotel property management system, verify customers' payment information, establish how the customer will pay for their bill, and process payments.
• Provide corrective action or helpful feedback via coach and counsel.
• Perform other duties as assigned.

Competencies :

Qualifications – Education and Experience :

Minimum Qualifications :

Preferred Qualifications :

Work Environment :

The work environment is fast-paced and requires overall good mental and physical health.

Physical Demands :

Job-specific abilities and requirements include :

Preference :

It is the policy of the Bois Forte Band, pursuant to tribal and federal law, to give preference to qualified Native Americans in hiring, promotion, and departmental transfers. Preference will be extended to members of the Bois Forte Band, members of other federally recognized tribes and to status Natives born in Canada.

Confidentiality :

Employees shall not, at any time or in any manner, outside the course of performing his / her duties, either directly or indirectly, disclose or communicate to any person, firm or corporation in any manner whatsoever, any information concerning matters affecting or relating to the business of Fortune Bay Resort Casino. This includes, but is not limited to, confidential personnel and customer information, company or department operations and plans, financial data, procedures and processes, or other information without regard to the matters being deemed confidential, material or important.

Ethics Code :

I understand that I must comply with the Bois Forte Code of Ethics and will not offer, solicit or otherwise enter into any agreement or transaction for personal benefit with any vendor or potential vendor. I acknowledge and understand that there can be no real or perceived conflict of interest between myself and vendors or potential vendors and that my actions are reflections of my responsibility to uphold the integrity of gaming and employment with the Bois Forte Reservation Tribal Council and Fortune Bay Resort Casino.

Salary : $16 - $20