Front Desk Lead

 Front Desk Lead

General Purpose:

Assist in the management and supervision of all aspects of Lodging Services and Rental Program relationships to ensure excellence in lodging product and service, consistent growth and improvement, quality performance and increasing profitability of the lodging business at the resort.  Must be flexible in scheduling and be able to work weekends and holidays.  Must be able to develop, lead and train all front desk agents.

 This is a Full Time, Year Round position that offers comprehensive benefits including medical, dental, vision insurance, 401K options, and a free season pass for you and your dependents. All full time, year round positions are eligible for an annual bonus in addition to regular wages. For a full list of benefits visit Employee Resource Site. 

Essential Duties/Responsibilities:  

• Provide leadership and supervision of the front desk team for the designated properties including assisting in managing daily operations, training, mentoring, performance appraisals of all front desk staff.
• Resolve guest concerns/problems promptly and to the satisfaction of the guest while protecting the resort’s interest and minimizing risk.
• Provide leadership in the areas of revenue, yield management, guest service, and employee morale.
• Serve as liaison between Purgatory and the rental program participants and lodging property tenants. Maintain open lines of communication with residents, tenants and guests through newsletters, briefings and correspondence.
• Administer processes, procedures, handbooks, priorities, schedules, systems, quality controls, and accountability mechanisms. 
• Provide training and education of Front Desk and Housekeeping staff to meet lodging service standards at all designated properties.
• Ensure that all subordinates are adhering to policies and procedures.
• Solve inventory problems as they arise including room moves and guest relocations.
• Assist management in daily duties and be able to work without management presence for extended periods of time.
• Assist and stand in for Night Audit or Front Desk positions, as necessary.
• Additional duties as assigned

Knowledge, Skills & Abilities: 

• Solid knowledge of and capability in employee management, property management of condominium and residential properties, financial management, housekeeping management, staff scheduling and labor productivity, and customer service.
• Excellent customer and employee relations and interpersonal skills, budgeting knowledge, and labor/expense skills.
•  Alertness, analytical ability, persuasiveness, auditory, tactile and visual discrimination, memory, creativity, precision, problem-solving, reasoning, judgment, initiative, imagination, patience, concentration are necessary.
• Excellent communication skills are required. Knowledge of how to use all facets of Google Drive and Microsoft Office is preferred.

Education and Experience: 

• High school diploma or GED required. 
• 1-2 Years of Supervisory experience; A focus on Lodging, Reservations or Customer Service Preferred   

Working Environment/Physical Activities:

• 90% of the work day is spent in a normal office environment; 10% of the work day is spent outdoors moving between areas;
• 50% of the work day is spent sitting; 10% walking and 40% standing.
• There is a need for frequent engagement in normal conversation and frequent use of near and far acuity, depth perception, color, and field of vision.  
• Must be able to lift 25 lbs on occasion.