Front Desk Lead

 

Summary of Position:
Effectively recruits, books and manages tour groups and Foreign International Travelers (FITs and Groups) and works closely with other departments to provide extraordinary hospitality to all visitors and guests. This position is also responsible for achieving the company’s financial goals relating to the FITs and Groups business.

 

Responsibilities:
Represent the Company in a professional and courteous manner to all guests and visitors per company policy as outlined in the Employee Handbook
Ensure complete accuracy in FIT company bookings and tour groups and email confirmations within 72 hours of receipt
Monthly monitoring of arrival listings to ensure accuracy
Effectively and professionally resolve any complaints/disputes that arise with FIT companies or other tour groups
Efficient and timely processing of pre-pays for FIT companies
Conduct revenue analysis of FITs and Groups each month and report to GM
Review contracts, annually, with FIT companies and present to GM for signature/approval
Effective and timely communications with lodging staff to ensure that room blocks are accurate for all groups
Coordinate and manage special projects/needs for various groups such as reserving the auditorium and working closely with food & beverage on food options
Process all payments in a timely and accurate manner. Follow up immediately on any discrepancies
Timely and effective communications to all company managers informing of upcoming events
Produce and track invoices/payments for all FITs and Groups
Monitor social media and hospitality sites such as TripAdvisor (at least twice weekly) and provide positive and professional feedback to all comments. Involve the GM and other departmental managers as necessary
Collate and provide monthly reports on guest comment cards communicating results to all managers
Other duties per Duties Checklist and as assigned
Position Requirements:
Possess positive and professional communication skills, both written and verbal
Must be organized and detail oriented with an ability to proactively analyze business results and make recommendations for improvement
Must remain calm in stressful situations and understand how to resolve issues
Must be a strong team player
Must be able to lift up to 25 lbs frequently and up to 50 lbs occasionally, stand on feet for up to 8 hours per day in a fast-paced environment. This position may involve frequent bending, twisting, lifting and squatting.
Education and Experience:
Education: High School Diploma or equivalent
Experience: Customer Service or call center experience
Travel Agent or tour operator/experience
National Park experience preferred

 

Knowledge and Experience:

Education:                  High school diploma or equivalent
Experience:                Minimum 1 (one) year front desk/room registration experience National Park/Resort                                         experience