Job Summary

Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors. They will be responsible to assist in providing leadership, guidance and support to the front desk team in the areas of guest service, training, performance management for the overall successful day-to-day operations. The Lead Front Desk is committed to ensuring that all procedures are performed to the department and property standards and serve as an ambassador for the property.

Essential Functions

In addition to the Front Desk Agent role responsibilities – as the Lead Agent they will demonstrate the ability to effectively interact, coordinate and communicate through the daily pass on and internal communications with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests
Be an expert and demonstrate knowledge of: all hotel features/services, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
Ensure front desk agents properly complete required checklist items at the end of each shift
Maintain and successfully execute departmental and hotel policies (to include but not limited to accurate billing, cashiering, safety, lost/found policy, etc.)
Instills a calm, organized approach when interacting in stressful situations
Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
Help develop and execute departmental SOPs

Other Duties

· All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.

· Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.

· Comply with hotel grooming standards for both uniformed and non-uniformed associates.

· Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.

· Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.

Working Conditions & Physical Requirements

Physical Effort:	Significant portions of day require prolonged standing and moving around. Ability to visually review documents and computer screen throughout day.
Physical Environment:	Ability to walk or stand for extended periods of time during course of shift.
Manual Skills	Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.
Work Schedule:	Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel.
Safety:	Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.

Qualifications

Education:	High school diploma or equivalent vocational training certificate required. Some college or college degree preferred. Degree in hospitality management preferred.
Experience:	Two years’ experience in a service industry, preferably in the hospitality industry
Computer Skill & Other Technical Skills:	Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required.
Communication:	Have a smooth, clear, and professionally courteous communication skills
Licenses or Certifications:	n/a
Other:	Must be customer-service oriented and have excellent hospitality skills.

Lansdowne Resort

Live it every day when you join our Lansdowne Family!

At Lansdowne Resort and Spa, we are proud to be a leader in Virginia for heartfelt service and an intimate sanctuary experience. We are a passionate career team, committed to curating an experience that gives our guests and partners a taste of authentic Virginia. We exist to create experiences where passion and purpose come together. Contact us if you are interested in employment in Leesburg, Virginia, and consider yourself passionate, creative, genuine, and heartfelt.