Room Operations Lead

General Description

The ideal Rooms Operations Lead candidate will have some previous Front Desk Agent experience, exceptional communication skills, and enjoy working in a fast-paced environment. We are looking for positive, upbeat individuals who can deliver total guest satisfaction.

• Oversee front desk operations and ensure all standards and procedures are being met and followed
• Assist in training/coaching of Agents
• Review Group Resumes to ensure Front Office compliance in group contracts
• Assist in monitoring guest supply inventory and ordering
• First point of contact for guest disputes or complaints
• Checking guests in and out of the hotel in an efficient, courteous, and professional manner
• Ensuring that special requests are noted and fulfilled
• Communicating with all departments regarding in house VIPs and any special requests/needs
• Promoting and selling special hotel programs, special rate packages and upgrades when appropriate
• Interacting with team members in a professional manner, assisting other departments with necessary information
• Answering the telephone in a professional manner and assisting guests with any questions, directions, etc.
• Managing and resolving guest complaints and compliments in a professional and courteous manner
• Listening and responding to guest inquiries using a positive, clear speaking voice
• Maintaining an up to date working knowledge of all property amenities as well as any special events
• Strong computer skills
• Pleasant telephone demeanor
• Opera/Fidelio experience preferred
• Ability to handle stressful situations in a calm, professional manner
• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
• Must have the ability to work a varied schedule that may include evenings, weekends, and holidays

• Ability to stand for entire shift
• Ability to type, standing upright for entire shift.
• Heavy work
  - Exerting up to 100 lbs of force occasionally, and/or 50 lbs of force frequently and/or up to 20 lbs of force constantly to lift, carry, push, pull, or otherwise move objects
• Must arrive to work well groomed, with pristine hygiene, and professional attire

• Must be able to convey information and ideas clearly
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must work well in stressful, high-pressure situations
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Must be at listening to, understanding, and clarifying issues raised by co-workers and guests
• Must be able to work and understand financial information and data, and basic arithmetic functions
• Must maintain composure and objectivity under pressure

• High school degree or equivalent
• Experience as Front Desk Agent
• Previous customer/guest service experience a plus