Live and work with a great team and with a National Park as your backyard!

The Lead Front Desk Agent must have the ability to assist in the supervision of front desk clerks and operations including all front desk attendant functions; checking guests in and out, reservations, and switchboard. Must have strong customer services skills and ensure excellent guest service is provided. This position reports to the General Manager.

• Receive direction from the Front Desk Manager and assist in the overall management of the desk operations. 

• Coordinate the breaks and lunch periods of desk employees. 

• Respond to guest inquiries and resolve guest concerns and complaints within scope of authority; refer to management as appropriate. 

• Ensure high-quality coordination between the front desk and housekeeping departments. 

• Verify that the correct charges and credits are posted to the corresponding guest folio; collect payment for charges on the guest folio. 

• Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift. 

• Provide administrative, reception, and program support to management, staff, and guests. 

• Manage walk-in traffic. Sign in and out customers as needed. Smile and greet customers in a welcoming manner. 

• Oversees front desk and lobby area including porter and host duties as needed. 

• Manage phone activity including providing general knowledge and directions to callers. 

• Assist guests through friendly interactions, answering questions, and completing tasks. 

• Provide excellent service to all guests including overnight stays. 

• Stock refreshment area with coffee, coordinate and provide afternoon tea. 

• Maintain awareness of safety issues and report them immediately to your manager. 

• Performs such other related duties as directed or required. 

SKILL AND KNOWLEDGE REQUIREMENTS INCLUDE 

• High School Diploma/G.E.D. equivalent required.  

• Clerical skills including typing, filing, office machine operations, cash register operation, maintenance of records, and the ability to undertake multiple tasks simultaneously. 

• Demonstrated talent for interacting with a wide variety of people; ability to effectively organize and coordinate multiple priorities; ability to learn and develop new skills; ability to problem solve. 

• Excellent interpersonal, administrative, telephone and other communication skills. 

 PHYSICAL AND MENTAL REQUIREMENTS 

• Moving about to accomplish tasks, particularly frequent movements from place to place within the unit. Bend, lift, carry, reach/extend arms and hands above shoulder height frequently, or otherwise move in a constantly changing environment. 

• Lift, carry, and push up to 10 lbs. regularly, 15-20 lbs. frequently, and up to 30 lbs. occasionally. 

• Able to stand for extended periods and to climb steps occasionally. 

• Speech recognition and clarity, including the ability to understand the speech of guests and co-workers and the ability to speak clearly to be understood by same in English. 

• Physical presence at the job site is essential to perform job duties. 

EQUIPMENT USED 

• Typical office equipment (computer, phone system, fax, copier, scanner), cash register and credit card terminal 

• Computer-based hotel reservations system 

• Required Personal Protective Equipment used: gloves