Xanterra Leisure Holding, LLC

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Ranch - Lead Front Desk Agent

Ranch - Lead Front Desk Agent

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In addition to all the responsibilities of a Guest Service Agent.  a Lead/Senior Guest Service Agent is the "Shift Supervisor" when on duty and is responsible the completion of a prescribed list of duties.


  • To provide excellent guest service in a timely manner.
  • To resolve guest relation problems skillfully with willingness and desire to understand a guest's viewpoint and make any necessary billing adjustments so that the guest is satisfied when they leave.
  • To closely monitor guest arrivals to ensure check-ins occur in a timely manner.
  • Assist in the resolution of any guest issues that may arise.
  • To resolve all room discrepancies with the Housekeeping Department.
  • To maintain complete awareness of all available rooms and their status throughout the day including arrivals, reservation holds, and out-of-orders to maximize sales.
  • To run and print all necessary reports throughout shift.
  • To assign duties to Front Office employees to ensure completion of shift duties.
  • To act as a resource to Front Office employees on difficult, technical procedures or "problem" reservations.
  • To monitor staff performance, providing them and the Front Office Manager with feedback.
  • Maintain communication logs with staff and managers.
  • To monitor and schedule staff meals and breaks.
  • To help GSA with problems cashing out and running reports at end of shift
  • To perform other duties as assigned and assist other departments as needed.
  • Follow all policy, procedures and service standards.


  • Human relation skills - must be a people-person who thrives on public contact.
  • Strong communication and interpersonal skills.
  • Ability to supervise employees, delegate tasks, and deal with personnel issues.
  • Basic computer skills.
  • Excellent sales skills.
  • Basic accounting skills.
  • Ability to learn quickly and follow instructions accurately.
  • Ability to deal with guests when they are unhappy and work towards resolution.
  • Ability to prioritize tasks and move through them in an efficient and accurate manner with the ability to be flexible and open to changes in procedure.
  • Able to lift and carry up to 15 pounds.
  • Standing for up to eight hours per shift.
  • Requires bending, stretching and reaching throughout a shift up to 8 hours.
  • Working with required chemicals.


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