Front Desk Lead Agent - Full-time

Organization Miraval Arizona Resort and Spa Summary The Miraval journey is about creating a life in balance, healing the whole self, and engaging in the present moment. It is our ongoing purpose to bring imagination, authenticity, and meaning to wellness. Each day we work to bring out the best in all we do. Not for the world to take notice, but for our guests and employees to take comfort in. We do this because we believe in the power of the individual. To create balance and live your best. We do this because we are Miraval. Role Overview Lead Guest Relations Agents are responsible for the guest registration process and communication of hotel services and programs. This interactive, guest-facing role gives opportunity for guest connections and has a direct impact on creating the guest experience. Other duties may include processing forms of payment, training new front desk colleagues, resolving guest complaints, and responding to guest inquiries. You will be one of the initial points of contact as a Lead Guest Services Agent, and a bridge between guests and hotel leadership. Duties and Responsibilities Support the Guest Relations department as the Lead Agent Resolve guest complaints and ensure their satisfaction Train new Guest Relations Agents and delegate tasks Greet guests and complete the check-in and check-out process Answer guest billing questions, including post-stay inquiries Effectively communicate with guests, colleagues, and all resort departments Assist Hotel Operator with answering incoming phone calls to the front desk as needed Complete all tasks on the daily checklist Restock supplies at the front desk Maintain a neat and orderly work area Participate in proactive team efforts to achieve departmental and Miraval goals Have in-depth knowledge of spa services, programs, and activities offered at Miraval Arizona Assist with booking and cancelling spa services and activities from guest itineraries Escort guests around resort, provide detailed tour of key areas on property, inform guests of any special activities and offerings, explain the sign-up procedure for activities, and know hours of operation of various departments Handle and communicate special guest requests Work well in a team environment Utilize strong interpersonal and listening skills Other duties as assigned by your leader Must have schedule flexibility and the ability to work holidays and weekends Benefits Complimentary room nights Unlimited discounted and Friends & Family Room Rates Medical, Prescription, Dental and Vision Insurance on 30th day of employment 401K with company match Generous Paid Time Off policy Paid sick time Paid Family Bonding Time and Adoption Assistance Tuition & Wellbeing Reimbursement Free colleague meals during shift Employee Stock Purchase Plan Access to resort facilities including spa services, programs, hiking trails and gym Exact benefit package is contingent on status Qualifications Strong computer skills, including email, routine database activity, spreadsheets, and reports. Ability to multitask and use multiple computer programs and systems. Ability to work well under pressure. Refined verbal and written communication skills. Previous experience in a health and wellness or full-service resort preferred. Physical Demands Some days will require walking and touring in a variety of climates. Must be able to stand, walk, and sit for long periods of time. Must be able to effectively communicate with our guests and colleagues. Requires manual dexterity to reach/handle items, work with fingers and hands. Vision requirements are close, color, peripheral, depth perception and the ability to focus. Required to lift up to 25 pounds infrequently and up to 10 pounds frequently. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. #J-18808-Ljbffr Miraval Resorts & Spas