What are the responsibilities and job description for the Front Office Lead position at Silverado Resort and Spa?
SALARY RANGE: $23.50-$24.00 per hour. The Front Office Lead is responsible for assisting Director of Front Office while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
Essential Functions
- Must adhere to the company’s Service culture – 4 Keys to creating guests for life.
- Must actively participate in team member referral program and be a Talent Ambassador for Silverado Resort.
- Must participate in all resort required meetings and trainings.
- Ensure smooth shift operation and report to the Management of any issues that may arise.
- Comply with Silverado Resort Standards and regulations to encourage safe and efficient resort operations.
- Must be fully aware of the HMS system and able to train others.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
- Monitor all VIP and special guest requests.
- Review Front Office log and Trace File daily.
- Fully comprehend and operate all relevant aspects of the Front Desk computer system.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Be familiar with all in-house groups.
- Be aware of all closed out and restricted dates.
- Follow and enforce all Silverado Resort credit policies.
- Be able to complete and ensure that a proper credit report, room rate verification report, and housekeeping report have been accurately done and filed.
- Establish and maintain good communications and teamwork with fellow employees and other departments within the resort.
- Have knowledge of and assist in all emergency procedures as required.
- Oversee and ensure that all guests are checked in/out in a friendly, efficient, and courteous manner.
- Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
- Responsible for issued house bank.
- Be able to perform all duties of Guest Services Agent.
- Run room status reports in a timely manner and relay necessary information to affected departments and individuals.
- Answer all guest inquiries in a timely and professional nature.
- Be involved in departmental meeting, planning and execution.
- Help maintain productivity levels at or above budgeted standards.
- Assist in training and cross training of new hires and current employees on a regular basis.
- Abide by all resort policies and safety rules.
- Perform other duties as requested by management.
Qualifications
- At least 2 years’ experience in a resort setting is required.
- Must be able to multitask and possess strong communication and interpersonal skills.
- Previous supervisory experience preferred.
Working Conditions and Schedule
- Weekend and holiday availability is required as well as flexibility with work schedule.
- The scope of the position may sometimes require a work week over 40 hours, including nights, weekends, and holidays.
- Medium work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Frequently standing up behind the desk and front office areas.
- Handling various objects.
- Using a keyboard and mouse to operate various systems and emails.
Salary : $24 - $24
