Front Desk Leader & Training Coach

Grand Traverse Resort; Michigan; Hybrid; USD 42,000 - 56,000; Full time

Job summary

Clear Destination Inc. seeks a proactive Guest Services Specialist to lead front desk training and staff development. You will organize training programs, coach staff to sustain high standards, and ensure accurate room inventory and guest service performance.

Responsibilities include managing cash procedures, safety protocols, and acting as Manager on Duty when supervisors are unavailable. Prior leadership in hospitality is valued, with strong communication and data-entry skills to support

Qualifications

• Experience in front desk operations or customer service is preferred.
• Leadership experience is preferred.

Responsibilities

• Train and cross-train staff; organize training programs.
• Coach staff to meet performance standards and maintain front desk procedures.
• Manage cash control and front desk safety procedures.
• Oversee daily room inventory, arrivals, and timekeeping reports.
• Act as Manager on Duty when managers are not present.

Skills

Guest service

Staff training

Leadership

Communication

Data entry

Microsoft Office

Tools

Microsoft Word

Microsoft Excel

LMS

Job description

SUMMARY

Associate will be responsible for appropriately training staff to uphold proper front desk etiquette and procedures, check guests into hotel rooms as well as out, act as a resort ambassador with each guest, maintain expected guest service standards and operational procedures and maintain training and departmental procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• To organize and implement training and cross training program for staff
• Maintain and update both training and trainers manuals
• Motivate and coach staff to maintain and exceed expected performance levels
• Maintain the integrity of room inventory on a daily basis by reviewing and reacting to daily report including but not limited to arrivals, specials, key inventory, potential room revenue
• Maintain accurate statistics for the front office including house counts and timekeeping reports
• Participate in maintaining operations within budget guidelines
• Enhance guest satisfaction by innovatively responding to and recovering from guest concerns with diplomacy, tact and empathy
• Manage all procedures for cash control
• Manage all safety and emergency procedures for the Front Desk
• Organize departmental materials and maintain par stocks
• Maintain the housekeeping needs of the front and back office
• Perform management responsibilities in the absence of Guest Services Manager or Assistant Front Desk Manager.
• Check in and out guests when necessary
• Acts as Manager on Duty when Manager or Assistant Managers are not present
• Must understand and abide by environmental practices of the resort.
• Other duties as assigned

EDUCATION/EXPERIENCE

Prior experience in front desk operations or customer service is preferred as well as prior experience in a leadership role.

OTHER SKILLS AND ABILITIES

This position requires the associate to possess excellent guest service skills with a high energy level. Individual should possess good oral and written communication skills as well as be detail oriented. Associate should have the ability to type and input data into a computer database and be moderately familiar with Microsoft office software (Word, excel, etc.). Experience with LMS is a plus.

SUPERVISORY RESPONSIBILITIES (If applicable)

This position oversees all employees of Guest Services. With the assistance of the Guest Services Manager, will administer disciplinary action, perform evaluations, plan the workday of employees and do scheduling.

TYPICAL PHYSICAL DEMANDS

Associate must be able to stand for long periods of time and lift up to 25lbs.

TYPICAL MENTAL DEMANDS

The ability to work unsupervised for long periods of time, to handle multiple tasks simultaneously, and work well under pressure is a must.

WORKING CONDITIONS

This position requires one to be indoors. Individual may have to cope with varying noise levels.