Front Desk Lead Agent

Overview
Join us in this pivotal role to enhance our guest experience and support our team in terms of driving revenue and operational excellence! This position is ideal for someone aspiring to be a Front Office Manager or Assistant General Manager. This role requires strong communication skills, attention to detail, and the ability to handle various tasks efficiently in a fast-paced environment.

Duties

• Provide follow-up with guests concerning their satisfaction and address guest-related issues promptly.
• Efficiently manage guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys
• Accurately handle all payment types, including room charges, cash, checks, debit, and credit.
• Anticipate sold-out situations and arrange satisfactory alternative accommodation when necessary.
• Oversee the check-out/check-in process, resolving any late or disputed charges.
• Answer, record, and manage guest calls, messages, requests, and concerns professionally.
• Coordinate with the General Manager, Housekeeping & Sales Director to track room readiness for check-in.
• Generate daily reports regarding arrivals and departures, ensuring all special requests are noted and verified.
• Maintain and update shift logs/daily memo books with pertinent information.
• Conduct a bank count at the beginning and end of each shift, balancing and dropping receipts as per accounting specifications.
• Respond to guest assistance in a timely and professional manner.
• Assist staff with expediting problem payments, including issues with credit card processing.

Team Support & Development

• Assist in training, motivating, and coaching new and existing front desk associates, serving as a role model for excellent service. Participate in and motivate team in guest reward program enrollment to meet desired enrollment goal.
• Be prepared to step in where needed, exhibiting flexibility across various tasks and departments.
• Collaborate closely with the Sales Director to ensure the hotel is adequately prepared for arrivals, departures, and group requirements including assisting with entering rooming lists.
• Ensure meeting rooms are prepared and organized for events.
• Drive the hotel van when required and assist in related transportation tasks.
• Support housekeeping operations as needed.

Professional Standards

• Follow all company policies and procedures, ensuring a clean and professional appearance at all times.
• Maintain confidentiality regarding proprietary information and anticipate guests’ service needs.
• Communicate clearly and professionally with team members and guests; prepare and review written communications thoroughly.
• Develop and maintain positive working relationships across all departments.
• Uphold quality expectations and standards consistently.
• Demonstrate the ability to stand, sit, or walk for extended periods and perform physical tasks involving lifting, carrying, pushing, or pulling objects up to 50 pounds without assistance.

Qualifications

• Previous experience in a hotel or resort setting is preferred but not required.
• Bilingual or multilingual abilities are a plus, enhancing communication with diverse guests.
• Strong customer service skills with a focus on guest satisfaction.
• Familiarity with phone systems and hotel management software is advantageous.
• Excellent organizational skills and attention to detail.
• Ability to work flexible hours, including nights, weekends, and holidays as needed.

Join our team as a Front Desk Lead Agent where you can make a positive impact on our guests' experiences while working in a dynamic environment!

Job Type: Part-time

Pay: $17.00 - $18.50 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Nights as needed
• On call

Ability to Commute:

• Central Valley, NY 10917 (Required)

Ability to Relocate:

• Central Valley, NY 10917: Relocate before starting work (Required)

Work Location: In person

Salary : $17 - $19