Lead Front Office Ambassador

Sunseeker Resort Charlotte Harbor is currently searching for a Lead Front Office Ambassador!

The primary responsibility of the Lead Front Office Ambassador is to provide exceptional customer service and maintaining a welcoming atmosphere for both guests and team members. This position involves supervising various front desk operations to guarantee efficient check-in and check-out processes, assigning rooms, registering guests, determining credit, rendering bills, receiving credit payments, and providing excellent guest service.

All duties are performed in accordance with department and Sunseeker Resorts policies, practices and procedures.

Job Duties

• Act as lead ambassador and department expert in all Front Office Operations including Front Office, Call Center, Concierge, and be a mentor to all Front Office Ambassadors by being an example of excellence in guest service.
• Welcome, greet, interact, and assist guests in a professional manner.
• Provide excellent service within the property’s service standards and brand attributes. Exhibit a professional demeanor and willingness to assist all guests whenever possible. Answer property questions; provide accurate information regarding rooms, restaurants, promotions, and directions.
• Contribute to a positive, empowering work environment by consistently performing assigned day-to-day responsibilities.
• Respond to and resolve guest complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties.
• Supports the concierge desk area and responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals, etc. according to individual needs.
• Meet the demands of a fast-paced environment by using good judgment and the ability to multitask.
• Ensure the privacy and confidentiality of guests and limit requests for information pertaining to guests in accordance with hotel policies.
• Complete all duties in accordance with property standards and adhere to all company policies and legal requirements regarding safety, health, and welfare of guests, team members, and the property.
• Responsible for placing all guest requests to the housekeeping department, documenting the request and guest follow up. Promote and sell all products and services available at Sunseeker Resorts. Proactively provide quotes for room rates and up-sell to the guest.
• Register and assign rooms to guests.
• Promote and sell all products and services available at Sunseeker Resorts. Proactively provide quotes for room rates and up-sell to the guest.
• Control and issue keys to rooms and assist in coordination of the Front Desk and all supportive departments.
• Verify correct charges and credits are posted to the corresponding guest folio.
• Collect all required guest profile information during check-in process.
• Collect payment for charges on the guest folio.
• Resolve guest complaints within scope of authority, otherwise referring matters to Front Desk management.
• Coordinate solutions quickly when guests experience problems.
• Supervise and mentor front desk staff, providing guidance and support to ensure optimal performance.
• Understand all areas of the Resort and be able to confidently guide guests to their appropriate destinations.
• Successfully book, modify, and cancel room reservations, restaurant reservations, golf reservations and activity itineraries for any given time, knowing what types of accommodation, rates and special packages are available.
• Stay informed and up to date on property information and recite all information regarding hotel facilities, hours of operation, key personnel, special activities, and functions in the hotel to our guests. Inputs text messages for in-house guests, and future guests, of Sunseeker Resorts.
• Courteously answers incoming telephone calls, connecting callers to appropriate departments, hotel guests, or hotel personnel.
• Responsible for coordinating room vacancies, room assignments, reports, express checkouts, and other reservation status changes daily.
• Ensures proper follow through if the involvement of other departments is needed.
• Perform other functions as needed

Requirements

Combination of Education and Experience will be considered. Sunseeker Resorts performs criminal background checks on all candidates. Candidates will need to be authorized to work in the US as defined by the Immigration Act of 1986. Sunseeker Resorts uses E-Verify to confirm the eligibility of all newly hired employees to work in the United States. For more details on E-Verify visit e-verify.gov.

• High School Diploma, GED, or equivalent.
• Minimum two (2) years of supervisory experience.
• Minimum one (1) year of guest service experience in a hotel or resort setting.

Other Minimum Requirements

• Ability to work varied shifts, including weekends and holidays
• Working knowledge of Microsoft Office
• Excellent customer service skills
• Ability to function well under pressure, manage multiple priorities, and meet established deadlines
• Must possess mature personal discretion and sound judgment
• Strong leadership abilities, sound judgment, superior problem solving and decision-making skills
• Excellent organizational, analytical and project management skills, with particular attention to quality and detail
• Interpersonal skills to deal effectively with all business contacts
• Professional appearance and demeanor