LEAD GUEST SERVICES AGENT NF2* (RFT) RECREATION LODGING

Job Title

Leads guest reception staff in accomplishment of work and attainment of service standards. Accepts guest reservations via telephone and in person, always adhering to established standards, procedures and established room rates. Registers and checks out guests, assigns rooms, issues and controls keys, presents guest folios, collects payments, maintains records using the property management system. Calculates and posts charges manually to guests' accounts. Provides guests with information and advice about location of activities and tourist attractions in the immediate area. Engages guests in a friendly and hospitable manner and seeks opportunities to exceed expectations.

Performs duties independently within the framework of prescribed procedures. Works with specific oral and written instructions. Assigns duties to personnel and ensures they are completed correctly and in the allotted time given. Refers unusual or complex situations not covered by established policies, procedures, or instructions to the supervisor for guidance.

Handles cash and is responsible for managing a change fund. Answers telephone or operate telephone system. First level of escalation for daily issues. Advises manager of any maintenance or guest problems. Coordinates with Housekeeping and Maintenance teams on work orders and managing out of order rooms. Completes housekeeping reports, inspections as needed, records of rooms occupied and guest accounts. Leads the coordination of group and Distinguished Visitor DV reservations. Assists with training new Guest Services Agents.

Sells retail and sundry merchandise. Restocks sundry or retail shop, and present merchandise in a neat and orderly fashion. Conducts monthly inventory. Receives product and make recommendations on reorders.

Maintains a clean and orderly workstation and takes ownership of the appearance and cleanliness of the guest lobby to maintain a clean and organized environment for guests. Removes clutter and debris as required. May work any shift as required, including overnight/night auditor shifts.

Provides World Class Customer Service with an emphasis on courtesy. Assists customers and communicates positively in a friendly manner. Acknowledges customers, smiles and makes eye contact. Asks questions to determine, verify and solve problems. Checks for satisfaction on the quality of goods and services. Takes action to solve problems quickly. Alerts the higher-level supervisor, or proper point of contact for help when problems arise.

Performs other related duties as required.