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.