Lead Hotel Customer Service Agent, RFT, NF-02

Summary

Serves as a Lead customer service agent at a lodging property having in excess of 399 rooms.

Duties

• As working leader, leads others in the performance of work related to the duties involved assisting guests at the hotel front desk operation. Ensures manager's directives and plans are communicated and followed and provides status and information reports as required. Directs the performance of work and makes recommendations regarding work processes, methods, or actions related to employee performance, evaluation, training, etc. As working leader: Warmly welcomes and interacts with arriving guests and visitors. Checks in and out guests in support of the front desk reception service on an as needed basis. Assigns guest room, accepts payment, gives receipt and room keys. Posts charges and payments and responsible for the accountability and safekeeping of the assigned change fund. Cashes travelers and personal checks and secures credit card authorizations. Sells hotel services such as tickets for events and shows. Provides information on the various hotel services, programs, offerings, and local points of interest. Answers guest inquiries on the general lodging layout, parking, and room features. Resolves conflicts of a minor nature and advises supervisor of more serious and non-routine concerns for resolution. Performs all related clerical tasks associated with the above functions. Work experience in the hospitality industry that demonstrated the ability to perform the duties as stated above with minimal supervision. Must be able to exercise tact and diplomacy when interacting with people, and be able to communicate in a clear, concise, and grammatically correct manner. Must have the mathematical ability to add, subtract, multiply and divide at the level necessary to complete required reports and the ability to use office automated equipment in the performance of the required duties. Must have a friendly, courteous attitude around guests and co workers and be knowledgeable and able to provide information on the local area and points of interest.

Qualifications

QUALIFICATIONS MUST BE CLEARLY VERIFIABLE IN YOUR RESUME. GOVERNMENT POSITIONS MUST INCLUDE PAY PLAN, SERIES, GRADE, TO AND FROM DATES, AND GOVERNMENT AGENCY/DEPARTMENT. All qualification requirements must include experience performing duties equivalent in scope and complexity to the next lower grade level. IN DESCRIBING YOUR WORK EXPERIENCES, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Work experience directly related to the duties described above in a service related industry. Basic computer skills. Must possess good customer service skills in order to exercise the tact and diplomacy when interacting with people, and be able to communicate in a clear, concise, and grammatically correct manner.