Description
As Shift Leader, you will supervise Front Desk operations to ensure consistently delivered exceptional customer service to Guests. Provide Team Members with assistance with Guest inquiries. The Shift Leader interacts with Guests and contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
- Supervise accurate and efficient Front Desk operations including check-in/out procedures.
- Support Team Members in handling Guest requests and inquiries to ensure a positive outcome.
- Manage and assist with the hotel bank, and provide change as needed to outlets in a timely and efficient manner.
- Ensure the Front Office Manager is fully aware of any relevant feedback from Guests and/or other departments.
- Assist with reservation and guest inquiries in an efficient and timely manner.
- Ensure a consistent, high level of customer service.
- Brief your team on any events or VIP guests in the hotel that day.
- Drive sales revenues and promote hotel services and facilities for upselling opportunities.
- Monitor the appearance, standards, and performance of the Front Office Team with an emphasis on training and teamwork.
- Monitor and ensure all forms of communication are responded to in a timely manner. (Phones, Messages via Rezque/Canary/Olark, Emails, Upsells, Gift Card submissions, etc.)
- Assist in the Lost & Found program to contact guests of lost items.
- Fill in as concierge when the opportunity arises. Have updated information and events in the general area of the hotel for guests to attend.
- Be familiar with and ensure all team members are trained and knowledgeable about our privacy policy.
- Ensure Team Members have current knowledge of all room categories, room rates, packages, promotions, local area, and other general product knowledge necessary to perform their duties.
- Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards.
- Act in accordance with the front-of-house equipment and the property management systems
- Carry out shift handovers and brief team members as required.
- Understand and follow company 4 diamond service standards.
- Assist other departments, as necessary, and maintain good working relationships with hotel Team Members.
- Monitor shift reports and conduct an audit of the banks at the end of each shift.
- Maintain the appearance of the lobby and Front Desk.
- Identify and recommend solutions to the front office team members and office issues or problems.
- Encourage team members' deep cleaning and organization of the front desk and back office.
- Maintain adequate front office supplies.
- Serve as a backup for front office team members as needed, including vacations, illnesses, etc.
- Send a Shift Pass down to all shift leads.
- Count all banks before shift change.
- Attend periodic training and front office staff meetings.
- Maintain excellent communication skills.
- Address guest concerns promptly and ensure overall guest satisfaction
- Respond to emergency situations and monitor the fire alarm panel as needed
- Provide shift coverage across AM, PM, and overnight hours based on operational requirements
- Assist in training new team members
Requirements
Shift Leaders serving The Grove Hotel are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
- Previous experience in a customer-focused industry.
- Positive attitude and good communication skills.
- Committed to delivering a high level of customer service.
- Excellent grooming standards.
- Ability to work on your own or as part of a team.
- Competent level of IT proficiency.
- The majority of time will be spent standing behind the front desk assisting guests.
Successful candidates exhibit the core values of Teamwork, Respect, Integrity, and Passion while delivering our core purpose of serving and inspiring our communities by creating memorable experiences through integrity and teamwork.
