Guest Services Agent Team Lead

The Woodmark Hotel & Still Spa is looking to hire a Guest Services Lead - Full Time - $25.20/hour. 

For You:  

Be part of a luxury revolution in the hospitality space. 

When you become a Team Member at the Woodmark Hotel & Still Spa, you’re empowered to share your craft side by side with passionate and talented people inspired to create incredible guest moments every day. 

If this approach aligns with your passions, join us at a place where your voice and opinion is an integral part of the next generation of hospitality.

Perks and Benefits: 

The Woodmark Hotel & Still Spa offers qualifying Team Members these unique perks & benefits.

Perks for ALL Team Members:

• Easy access to work - centrally located in Kirkland, Washington
  • Free on-property parking.
• Daily $5.00 team member meal credit. 
• Team member appreciation events and recognition celebrations.
• Carillon Point property discounts and perks. 
• LifeMart discount program through ADP.
• Medical, Dental, and Vision Insurance.
• Group Life Insurance
• 401(k) Plan
• PTO 17 days 
• Team member Assistance Program

What We Are Looking For:

SUMMARY:  

This position will provide exceptional service to both internal and external guests at all times. They will be responsible to assist in providing leadership, guidance and support to the front desk team in the areas of guest service, training, scheduling and performance management for the overall successful day-to-day operations. S/he often provides the first point of contact for guests and is responsible for creating an excellent, memorable first impression. The Front Desk Team Lead is fully committed to ensuring that all procedures are performed to the department and property standards and serve as an ambassador for the property. 

ESSENTIAL JOB FUNCTIONS:

• Enthusiastically welcome our guests, anticipate their needs, assist them with check in and check out,   and respond promptly with your personal spirit, however busy and whatever time of day 
• Create memorable experiences with a warm, welcoming personality that can relate to guests and associates 
• Utilize the freedom to go beyond to take initiative to resolve guest complaints and create loyalty 
• Share your personal passions and knowledge of the services and amenities available to guests to help them feel at home 
• Collaborate with team members to communicate what you see and hear to staff and management to ensure the guests’ needs are being met 
• Enjoy multi-tasking at a fast pace while having an impeccable eye for detail to ensure accuracy and efficiency 
• Demonstrate the ability to effectively interact, coordinate and communicate through daily pre-shift meetings 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
• Champion, promote and successfully track departmental and organizational initiatives, such as department incentive program
• Ensure Guest Services Team properly complete required checklist items at the end of each shift
• 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
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent hotel data
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
• Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members
• Assist with the onboarding and training of new team members
• As needed, take the lead on conflict resolution throughout the shift and be a support to the agents and bell team
• Additional supervisory reservations management duties, including but not limited to: overseeing Group Block, Control inventory & rates, Monitor Call Stats production and ensure house is balanced consistently. 

EXPERIENCE & EDUCATION:

• High school diploma or equivalent required
• Prior hospitality front desk experience preferred
• At least one year customer service experience preferred
• Experience with property management systems is helpful

JOB REQUIRMENTS:

• Must be a United States citizen or possess a valid work permit
• Possess a valid WA driver’s license and have a clean driving record
• Must have excellent phone etiquette 
• Must be able to read, write and speak English
• Must have strong computer skills and working knowledge of Microsoft Office programs
• Must be detailed-orientated and able to work well under pressure in a fast-paced environment
• Must be able to accurately follow verbal and written instructions 
• Must possesses excellent verbal and written communication skills
• Must be professional in appearance and demeanor
• Must have the ability to effectively interact with guests and associates and resolve problems/conflicts in a diplomatic and tactful manner
• Must have a passion for creating an exceptional experience for all guests
• Ability to work weekends and holidays as needed
• Ability to work various shift times that may include mornings, mid-days, and evenings

WORKING CONDITIONS:

• Must be able to stand on feet throughout the shift, with intermittent periods of walking;
• Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance; 
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.  
• Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis;
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat);
• Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, snow, heat).

This job description in no way states or implies that these are the only duties to be performed by this employee.  They will be required to follow other instructions and perform other work-related duties requested by their supervisor. 

Woodmark Hotel is an Equal Opportunity Employer (EOE) and is committed to providing equal opportunities regardless of age, race, religion, color, national origin, citizenship, sex, veteran's status, disability, or any other legally protected status