What are the responsibilities and job description for the Lead Front Desk Agent position at North Point Hospitality Group?
Essential Functions:
- FOSSE experience required.
- Greets and welcomes guests upon arrival.
- Manages guest check-in, check-out and billing processes.
- General administrative functions to include answer front desk main lines, respond to GXP, and track GSS and Trip Advisor scores.
- Handles sensitive guest information including room assignment and credit card/cash transactions.
- Responds to guest inquiries, ensuring that complaints or requests are handled timely and with sensitivity.
- Meets all in-service requirements, complies with all system policies and procedures.
- Creates and communicates staffing schedule; ensures proper staffing levels for each shift.
- Works with Front Desk Manager to train and develop Front Desk Team Associates.
- May respond to escalated guest complaints; provide counsel to Front Desk Agents on responding to customer needs/ complaints.
Supervisory Responsibility: Supervises Front Desk Staff
Work Environment: Office work environment with business-casual dress; may require some standard of uniform; extensive contact with internal and external customers.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
- Frequent use requiring close vision, repetitive motion; bending; frequent standing (up to 8 hours), walking, reaching, occasional lifting up to 25 lbs
Requirements:
- FOSSE Experience required
- Bachelor’s degree preferred
- 1 years’ related experience
Core Competencies: All North Point Hospitality employees are expected to exhibit the following behaviors in performing their job duties:
- Professionalism
- Ability to delight internal and external customers by anticipating needs and responding in a timely, friendly, helpful manner
- Consistently caring and respectful attitude toward others
- Act as gracious host to all property guests, vendors, and candidates for employment
