Hotel Front Desk Clrk Lead

Essential Job Functions
Performs all tasks on job description of a front desk agent proficiently.
Adheres to all Standard Operating Procedures, (SOPs) and enforces them while on duty.
Maintains an awareness of applicable laws and operates within those guidelines.
Maximize sales revenues through up-selling and marketing promotions.
Strong commercial/business awareness and demonstration of sales capabilities.
A passion for delivering exceptional levels of guest service and hospitality.
Speaks with guests to maintain great guest relations and provides opportunities for loyalty to occur.
Leads team members while on duty by demonstrating their understanding of Hotel operations, and awareness of impact influencing Oxford Casino Hotel in its entirety.
Checks guests in and out of Hotel efficiently.
Leads front desk team to respond to guest or team member complaints or inquiries.
Uses Visual One proficiently.
Reports directly to Hotel Front Desk Manager of all incidents including both guests and team members.
Ensure that all items are correct in the reservation process and while checking guests in and out of the Hotel.
Must be able to perform under stressful, demanding situations.
Ability to remain positive when repeating redundant tasks, answering phone, creating guest reservations and answering questions.
Works with communication devices such as telephones, radio, bulletin boards, log book, and email.
Maintains a professional relationship between guests and all casino team members.
Promotes Oxford Casino Hotel at every opportunity.
Maintains confidentiality and security of relevant information.
Job Specifications
Demonstrates record of successful interpersonal skills in regard to working with diverse people and levels of authority.
Must have the ability to multi-task.
Ability to remain calm and find solutions to challenges.
Provide leadership qualities to all front desk agents.
Demonstrated ability to communicate effectively, written, verbal, and with body language.
This position requires Hotel Front Desk experience, education and job knowledge to meet current business needs.
Physical Demands and Work Environment
Must have the ability to stand for long periods of time, stay positive and calm to effectively ensure 100% guest satisfaction especially during high volume times. The supervisor must always provide best practices for Oxford Casino Hotel and guests while accomplishing all job duties. Must be able to assist guests with moving luggage, including lifting up to 40lbs. Must be able to frequently lift and carry office supplies a minimum of 25lbs.

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