The Lead Guest Service Agent is responsible for greeting and welcoming guests, initiating the overall first impression of our guest’s experience both at the Front Desk and utilizing the resort’s telephone system. You will check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements.  The Lead Guest Service Agent will promptly answer phones using a positive and articulate speaking voice with accurate verbiage. You will exercise judgement while handling inquires, and respond in a timely manner with accurate and thorough information to all guests and visitors; coordinating with other departments to ensure the overall guest experience is above expectations. In addition, you will assist the Front Office Leadership Team with specific duties and tasks to ensure the operation is operating effectively and efficiently.

• Resolve all Open Folios at the end of each month. Report any folios to the Front Office Manager that cannot be resolved before the month end.
• Assist with Rooms Controlling.
• Maintain inventory of PPE, office supplies and collateral.
• Assist with training and on-boarding new Guest Service Agents.
• Assist Front Desk Manager with coaching; correcting opportunities with GSA’s.
• Resolve all guest opportunities that are presented to you. Report any unresolved guest opportunities to the Front Desk Manager.
• Assist with VIP room protocols.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Assist with daily line-ups with Front Office associates for multiple shifts in the day.
• Assist with updating and creating SOPs for the Front Office.
• Ensure Terranea grooming standards are being upheld by all Front Office associates.
• Follow AAA and Forbes standards to assist guests with exceptional verbal and written communication skills.
• Maintain high standards of personal appearance and grooming, which include wearing the proper attire/uniform and name badge when working.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Be part of a cohesive team with a singular focus on creating the best possible guest experience by maintaining positive guest relations at all times.
• Process all guest check-ins and checkouts.
• Respond to all incoming telephone calls within three rings, using proper salutation and closing with a positive and articulate voice. Route caller to requested guest or department.
• Take all in-house calls and enter into HotSOS for dispatch to appropriate department; follow-up on all calls to ensure guest satisfaction.
• Communicate services and amenities of the hotel to guests; assist with Concierge services such as: restaurant reservations and recommendations, driving directions, transportation needs and other requests as needed using ALICE and Open Table systems.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Document all guest requests, opportunities or challenges in Opera; resolving those opportunities that you feel comfortable doing so, to ensure guest satisfaction.
• Take, record and relay messages accurately, completely and legibly.
• Anticipate guests’ needs, responding promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain complete knowledge at all times of:
• all hotel features/services, hours of operation
• all room types, numbers, layout, decor, appointments and location
• all room rates, special packages and promotions
• daily house count and expected arrivals/departures
• room availability status for any given day
• scheduled daily group activities, if any
• Meet with Manager on Duty to review daily assignments and priorities.
• Coordinate and follow up with Housekeeping and Porter teams to ensure all due outs are clear by Resort’s check out time and/or guaranteed check out time.
• Have a thorough understanding of hotel occupancy trends.
• Appropriately protect confidential guest information and guest key access.
• Generate, print and distribute daily and weekly reports.
• Settle guest accounts; assist guests with billing inquires and make adjustments if necessary.
• Create Terranea gift cards and process payment for both hotel guests and non-hotel guests.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas with proper PPE; notifying the Front Office Manager if additional PPE is needed.

Additional Duties & Responsibilities:

• Be familiar with the Front Office, Porter, Housekeeping and Reservations department’s policies, procedures and overall operations.
• Work as an Experience Concierge when necessary.

• Developed computer proficiencies with Opera preferred.
• Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.
• Strong organization, motivation, and interpersonal skills.
• Critical thinking, problem solving, judgement and decision-making abilities.
• Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
• Detailed oriented and strong organizational and multi-tasking skills.
• Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Does not show frustration when dealing with upset guests or associates.
• Relates to all types of people – up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
• Genuinely cares about people, demonstrates real empathy and the joys and pains of others.
• Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy.
• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, associates may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.

Experience, Education, & Licensure:

• High school diploma or equivalent
• Completion of College Level courses with concentration in Business or Hospitality is strongly desirable.
• Three (3) or more years’ experience in Front Office/Rooms Division of a luxury hotel or resort.
• Previous Forbes Travel Guide Standard training and/or familiarity of all 5-Star Hotel Standards.
• Certification in CPR highly preferred

Compensation

Base Pay Start Rate: $24.75/Hr.

We offer a competitive benefit package for full-time, regular team members that includes:  group medical, dental, vision, life, disability benefits, and an employee assistance program. We have paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match! 

We also offer great perks such as, Team Member Rates at CoralTree properties, Complimentary Room Night Program for both you and your immediate family members, complimentary monthly Golf, discounts at our retail, spa, and dining outlets. 

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