Front Desk Lead
21 days ago
Jamul
Job Description Essential Duties and Responsibilities The following and other duties may be assigned as necessary: • Supervise and guide the front desk team in daily operations, ensuring adherence to Jamul Casino Resort's standards., • Coordinate front desk activities, ensuring proper staff scheduling, and addressing staffing needs., • Oversee training and development of front desk agents, ensuring consistent service delivery and growth., • Assist in creating and delivering pre-shift and departmental meetings, • Monitor front desk operations to ensure compliance with policies and procedures, including billing, reservations, and security protocols., • Assist in handling VIP guest requests and coordinate special services for high-profile guests., • Promote hotel services and amenities, including the spa, dining options, and local attractions to enhance the guest experience., • Ensure that the front desk area is clean, organized, and stocked with necessary supplies., • Provide rooms orientations as needed to our VIP Guests and upon request to highlight room features, • Provide tours to inform guests and groups of our amenities, showcasing the property at the highest standards, • Support the Front Desk Supervisor/Front Office Manager with administrative tasks, including reporting, scheduling, and team communication., • Lead by example in maintaining a professional appearance and demeanor while promoting teamwork while Adhering to our AAA standards and following them during each interaction consistently., • Resolve escalated guest issues promptly and professionally, • Manage the full guest registration process, including handling reservations, confirming stays, and collecting necessary guest information such as contact details and length of stay., • Seamlessly execute all check-in and check-out procedures while maintaining accuracy and efficiency to minimize wait times and enhance the guest experience., • Proactively assist with creating a memorable stay for our guests by providing detailed information on available rooms, rates, amenities, and local attractions., • Verify payment methods, process credit card authorizations, and ensure accuracy in guest billing and tracking records., • Address guest inquiries, complaints, and issues in a prompt, courteous, and professional manner, ensuring timely resolution and guest satisfaction., • Collaborate with housekeeping and other departments to ensure all rooms are clean, well-maintained, and ready to meet the needs of each guest., • Coordinate group reservations, VIP services, and personalized arrangements for special events or occasions, ensuring a seamless experience for our guests., • Actively upsell hotel amenities, such as dining options and spa services, to enhance the guest experience., • Maintain accurate records of bookings, reservations, and payments using the property’s management systems., • Approach problem-solving with a proactive mindset, anticipating potential challenges, and addressing issues after they affect the guest experience., • Stay readily available and approachable to all guests, fostering a welcoming and supportive environment throughout their stay., • Communicate effectively with guests, team members, and managers, confidently responding to questions and offering solutions that reflect the resort’s commitment to excellence., • Think outside the box to wow our guests with thoughtful and anticipatory gestures., • Participate in trainings to develop self, • Adhere to all grooming guidelines outlined by leadership, • Performs other duties as assigned, requested, or deemed necessary by management. Requirements / Qualifications / Skills To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • 2+ years of experience in a hotel front desk position, with supervisory experience preferred, • Experience with Property Management Systems (PMS) such as Infor HMS, SRH preferred, • Must have excellent verbal and written communication skills., • Proficient in handling cash, credit card transactions, and maintaining accurate financial records., • Strong organizational skills with attention to detail in managing guest information, reservations, and payments., • Ability to handle guest complaints professionally and calmly, finding solutions quickly., • Familiarity with basic computer skills, including proficiency in MS Office (Word, Excel), • Must have flexibility to work all shifts including holidays, nights, weekends, and overtime as business needs dictate., • High school diploma or equivalent, • Must be able to acquire and maintain an appropriate gaming license.