Lead Guest Services Agent

Assist the Guest Services Manager and Evening Manager and be responsible for coordinating the Front Desk Agents and Bellmen / Dockporters. Work with and provide direction to the Front Desk Agents and Bellmen / Dockporters on an as needed basis, to accomplish a variety of tasks and respond to guest needs and requests to ensure the highest level of guest service. Front Desk staff: Provide advice, guidance, support, and direction to the Front Desk staff; contact individuals mentioned in the previous night’s Front Desk Report to attend to any needs they may have; contact all VIP guests for that day; work with the Guest Services Manager and Evening Manager to handle any guest complaints/issues; complete the daily shift report; assist Front Desk staff with check-ins/outs as needed; work with Front Desk staff to complete daily checklists; Monitor the PBX staff and logs to ensure all items have been attended to/followed up; work with the Housekeeping Department to ensure room statuses are up to date and accurate; call Housekeeping Department with early checkouts/extended stays/priority rooms/late checkouts; assist Guest Services Manager with ensuring proper staffing levels for peaks and low occupancy levels; assist Guest Services Manager and Evening Manager in training and coaching Guest Services staff in performance of their duties. Bellman / Dockporter: Provide advice, guidance, support and direction to the Bellmen and Dockporters; Ensure that all luggage is tagged and deliver