Front Desk / Reception Shift Lead

Wage Rates (hr.) $25.00 to $28.00 (DOE and state)

POSITION SUMMARY: The Reception Shift Leader supervises the daily activities of front desk staff on shift. Act as a point of contact in the absence of the Manager. Supervise the day-to-day operations of front desks and reception areas for the hotel.

GENERAL ATTRIBUTES:

• To maintain product quality above all else, putting customer’s satisfaction over profit.
• To have a positive impact, taking responsibility and initiative to resolve issues, always clearly communicating with both your managers and your colleagues.
• To be decisive, accepting responsibility for making things happen, thinking ahead and developing contingency plans (while ensuring that you have the support to get the job done).
• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your performance.
• To be flexible, responding quickly and positively to changing environments.
• To maintain high team focus by strong leadership, showing cooperation, and support to colleagues in the pursuit of department goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned):

• Tending to guests’ complaints and questions and providing exceptional customer service.
• Ensuring that the front desk and reception area is kept clean and organized.
• Maintaining front desk office supplies and equipment.
• Maintains a friendly, professional, cheerful, and courteous demeanor at all times.
• Accurately answers inquiries from potential guests and accepts hotel reservations.
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervising staff and all front desk activities including bookings, appointments, phone calls, and emails.
• Generating reports and feedback for presentation to the general manager.
• Performing administrative duties such as filing and updating records, among others, as needed.
• Ensure prompt email communication with other departments.
• Assist with team member orientation and training within the department.
• Attend meetings as requested and contribute new ideas to the overall success of the operation.
• Lead by example and communicate with all team members in a fair and respectful way
• Inspire the team to achieve high standards of work and guest care.
• Follow all emergency procedures.
• Ensure all guest comments and feedback are acknowledged and followed up promptly.
• Consistently review department operations to identify any problems, concerns, and opportunities for improvement.
• Develop and implement a positive learning environment and supportive training culture.
• Analyze relevant reports to identify and address trends and issues in department performance.
• Lead and supervise the department to ensure compliance with The Company policies.
• Ensure compliance with all labor laws, policies and procedures and address any violations immediately (directly or through management staff).
• Perform other duties and responsibilities as required or requested by management.
• Acting as bell/desk person if needed.
• Luggage handling.

SUPERVISORY RESPONSIBILITIES: Oversees front desk while on shift and is responsible for the overall direction, coordination, and evaluation of the front desk during shift. The position supervises front desk staff on shift. Supervisory responsibilities include and training employees; planning, assigning, and directing work; ensuring meal and rest periods are provided; addressing complaints; and resolving problems.

QUALIFICATIONS/REQUIREMENTS: 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. The Company is an Equal Opportunity Employer. Reasonable accommodations may be made as needed to enable individuals with disabilities to perform the essential functions.

• A minimum of 2 years of experience as a front desk manager or similar.
• Proficient in hotel front desk software such as MEWS, HotelKey, innRoad, and Cloudbeds.
• Good understanding of procedures and practices in the hospitality industry.
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• The ability to provide exceptional customer service.
• Good leadership and training abilities
• Able to effectively communicate with guests and have strong interpersonal skills and a positive attitude.
• Self-starter with excellent organization, presentation, customer service and communication skills.
• Manage and cultivate a team environment
• Work calmly and effectively under pressure
• Problem solving abilities, be self-motivated, and organized
• Demonstrates good judgment, integrity, trust, ethics, and values.
• Good understanding and ease with Microsoft Office
• HS diploma required; preferred, but not required.
• Must be available to work a flexible schedule to include evenings, weekend shifts, and holidays.
• Strong communication skills (written and verbal).
• Ability to use discretion and provide direction to the team.
• Must thrive in a fast-paced environment.
• Must have strong work ethic, trust, integrity, and accountability.
• Exceptional time management and organizational skills.
• Ability to provide exceptional guest service that exceeds expectations.
• Ability to exercise independent judgment.
• Detail and action oriented.
• Must be able to follow all safety, health, and sanitation procedures.

PHYSICAL DEMANDS: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. The Company is an Equal Opportunity employer. Reasonable accommodations may be made as needed to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, this position is regularly required to stand and walk for long periods of time. The position supervises employees who do the following and on a rare occasion may be required to assist, and thus the Manager on duty and must also have the ability to: regularly lift and/or move up to 15 pounds; frequently lift and/or move up to 20 pounds; occasionally lift and/or move up to 30 pounds; work with cleaning equipment and office equipment; Bending, stooping, reaching, twisting, grasping, pinching, smelling, reaching/lifting above shoulders in a repetitive manner; use hands to finger, handle, or feel; reach with hands and arms; talk and hear; and work with cleaning solutions. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENTS: The work environment characteristics described are representative of those in these positions while performing the essential functions of this job. The Company is an Equal Opportunity Employer. Reasonable accommodations may be made as needed to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment may be moderate to quiet with surrounding areas that may be wet, hot/cold, slippery, or humid.

NOTE: Individuals in this position are expected to adhere to all company policies.

This job description is a summary of duties which you as an employee are expected to perform in your assignment. It is by no means an all-inclusive list, rather a broad guide to expected duties. As an employee you must understand that a job description is neither complete nor permanent and may be modified at any time. At the request of management, any employee may be asked to perform additional duties, responsibilities, or projects without notice.

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WE ARE AN EQUAL OPPORTUNITY EMPLOYER: THE GJELINA GROUP HAS CREATED A CLIMATE OF PURPOSEFUL INCLUSION, AN ENVIRONMENT WHERE ALL CAN FEEL AFFIRMED, SAFE, VALUED AND GIVEN THE OPPORTUNITY TO THRIVE WITHIN THE COMPANY. WE APPRECIATE AND ACKNOWLEDGE THE DIVERSITY OF HUMANITY, A DIVERSITY WHICH INCLUDES DIFFERENCES, SEX, AGE, RACE, ETHNICITY AND NATIONAL ORIGIN, RANGE OF ABILITIES, SEXUAL ORIENTATION, GENDER IDENTITY, GENDER EXPRESSION, FINANCIAL MEANS, EDUCATION AND POLITICAL PERSPECTIVE. THESE BELIEF AND PRACTICES APPLY TO ALL OF THE ACTIVITIES OF OUR BUSINESS INCLUDING DECISIONS FOR CAREER OPPORTUNITIES OR EMPLOYMENT.