Lead Front Desk Agent - Limelight Snowmass

Summary

The Lead Front Desk Agent acts as a Department Lead Trainer and occasionally Manager on Duty in directing all activities of the Rooms Division. Monitors ALICE app for guest alerts. Ensures Limelight Inspirations measurements are maintained across the guest service areas.

Essential Job Functions

Familiar with basic operating tasks in the following departments:

  Front Desk

Concierge

Guest Services

Ski Concierge/ Adventure Center One of the Front Desk Lead’s focuses will be Initial Agent Training.

Attends Front of House-Training sessions

Update and complete Training Manuals and SOP’s

Brainstorm and introduce new training activities and roleplay

Initiate and Lead Cross shift Training Sessions

Come up with new creative Training Initiatives

Train new agents and offer refresher training to tenured staff 

Act as the Manager on Duty to deal with all guest-related issues

Capable of working in all Rooms Division positions in or to provide support for breaks, vacancies and peak business

Performs tours of the hotel throughout the evening to monitor employee's performance, notice deficiencies, engineering issues and notify appropriate Division heads

Monitors and Coaches Limelight Inspirations Measurements in all guest services positions in the Rooms Division ensuring the very best customer service for every guest every time

Communicates closely with Security, Overnight Manager, General Manager, Hotel Manager, Front Office Manager and other managers to ensure follow up on any special problems, or guest requests

Manages room inventory on sold out nights to maximize occupancy.  Maintains close contact with other hotels with regard to their status and relocates guests as necessary

Acts without prior authority in all matters concerning the safety, security and well-being of hotel guests, patrons and employees in the absence of senior management

Stays on board and leads the team carrying out any change in procedures or new initiatives from management

Is comfortable with transient billing, group billing, advanced deposit and inactive accounts with balance