Lead Desk Clerk - Front Office Supervisor

Purpose of Position: Supervises front desk areas and assumes managerial duties in designated areas. Oversees property functions when General Manager is off premises. Provides an efficient and friendly atmosphere to service guests. Follows all property/brand policies and procedures.

Essential Functions:

1. Trains new front desk staff.
2. Handles and resolves guest complaints.
3. Carries out front desk responsibilities to include; greeting guests, performing guest transactions, balancing reports, processing reservations and credit cards.
4. Demonstrates good communication skills.
5. Performs basic math.
6. Provides quality service for guests to include directional and area attraction information.
7. Operates front office posting machine.
8. Records information in the clerk log book and shift reports.
9. Responsible for taking and blocking reservations.
10. Promptly reports all incidents or occurrences of an unusual nature that could result in potential loss, damage, injury or other liability to individuals or Company property.
11. Operates switchboard giving courteous, polite service and taking accurate messages for guests and management.
12. Works with other departments to ensure room status is up-to-date and room repairs are done on a timely basis.
13. Promotes all marketing programs to the guest.
14. Responsible for accurate cash control to include keeping the cash drawer at a minimum and ensuring that the shift deposits balance.
15. Maintains a neat and clean appearance behind the front desk and in the lobby area.
16. Operates TDD equipment for hearing impaired guests.
17. Implements all company policies and procedures for safety security.
18. Assists in the completion of payroll, accounts payable, period end and accounts receivable duties. Assists in guest correspondence and arranges group reservations.
19. Assumes managerial duties when General Manager is off premises: audits and submits daily bank deposit, removes and records vending receipts, fills vending machines with soda, administers petty cash fund, oversees smooth functioning of housekeeping and maintenance departments. Does miscellaneous light filing, updating of manuals and follow through on corporate directives.
20. Schedules and coordinates front desk staff hours, meetings, and group training.
21. Resolves posting machine errors.