Front Desk Team Lead

Compensation and Benefits:

• Compensation: Hourly wage, adjusted based on experience
• Benefits: Full-time, year-round, benefited position including:
  • Optional company subsidized medical, dental, vision, flexible spending account, health savings account, employer paid short term disability & long-term disability offerings
  • 401(k) retirement plan (with company match up to 5%)
  • Paid parental leave
  • Paid time off, holiday and sick pay
  • Free season pass for employee/dependents
  • Privileges at several other resorts
  • Several discount programs (i.e. food & beverage, retail/rental, friends & family tickets, etc.)

Job Summary:

The Front Desk Team Lead will lead the Killington Grand Hotel front office and bell/valet team members to ensure a smooth and efficient guest experience that meets Killington's Hospitality Standards and will work closely with management and other supervisors. This position works closely with all departments within the hotel and resort to ensure the highest level of guest experience and ensures all established safety practices are observed and practiced.

Summary of Key Responsibilities:

Responsibilities and essential job functions include but are not limited to the following:

• Responsible for the training and direction of front desk agents
• Resolving guest issues in a timely manner
• Oversee the facilitation of emergency procedures should they arise
• Carry out supervisory responsibilities in accordance with policies and procedures
• Be happy and friendly, have an honest desire to help others
• Make our guests’ experience positive and memorable
• Work and multi-task in a fast-paced environment
• Maintain an in-depth knowledge of all products and services offered and assist guests with questions or challenges
• Contribute to the overall success of our team and represent the values we strive to achieve
• Welcome guests, check them in/out, distribute room keys, assist with inquiries regarding charges
• Take payment from customers
• Assist guests with reservations when applicable or refer a guest to the proper source/destination
• Respond to guests’ challenges in a friendly, timely manner
• Explain hotel, resort, local amenities, and attractions to guests
• Communicate to guests and staff members in a clear and concise manner
• Be on time and dressed in the appropriate uniform ready to work
• Follow all safety guidelines and participate in daily/weekly/monthly safety briefings
• Train staff on monthly safety information and briefings
• Handle emergency situations including power outages, inclement weather challenges, evacuations, etc. Take statements and file proper paperwork for any incidents. Be proactive and observant in identifying and anticipating safety hazards
• Must be knowledgeable of the hotel’s fire system and procedures in the event of an emergency
• Assist in scheduling and payroll maintenance
• Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed- perform other duties as assigned

Qualifications

Basic Qualifications:

• College level study in hotel management, business, or related combined experience is desirable
• Supervisory experience is desirable
• Experience with Springer-Miller PMS
• Experience with Salto Key Systems
• Experience with Inntopia
• Experience with RTP Ticketing
• Word and Excel proficiency
• Computer experience
• Must have previous customer service experience
• Hotel experience is preferred but not required

Required Knowledge, Skills, and Abilities:

• Experience motivating staff and keeping staff on task
• Strong organizational skills
• Ability to learn quickly
• Ability to multi-task, prioritize, and work effectively in a fast-paced environment
• Ability to understand and carry out oral and written instructions and request clarification when needed
• Must have strong interpersonal and communication skills
• Ability to work as part of a team
• Ideal candidates will be punctual, friendly, observant, and safety conscious

It is the policy of Killington/Pico Ski Resort Partners, LLC to provide equal opportunity and employment to all staff and applicants. No person shall be discriminated against in any condition of employment because of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, place of birth, age, physical or mental condition, or any qualified individual with a disability or veteran status.

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