Welcome Desk Shift Lead

Overview

The Welcome Desk Shift Lead provides exceptional service to both internal and external guests. In this role you 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 operation of the hotel.  You are often the first point of contact for guests and you are responsible for creating an excellent and memorable first impression. The Welcome Desk Shift Lead is fully committed to ensuring that all procedures are performed to the department and property standards and serve as an ambassador for the Lake Nona Wave Hotel.

At CoralTree Hospitality, we're committed to enriching your career and life experiences through unparalleled benefits that support your personal and professional growth. Joining the CoralTree team means gaining access to an exceptional benefits package designed with you in mind. Join us and discover a workplace where your contributions are valued and rewarded every day.

• Explore Freely: Immerse yourself in our Team Member Travel Program, where you'll enjoy complimentary and discounted stays at CoralTree Hospitality properties, allowing you to explore new destinations effortlessly.
• Share the Experience: Enjoy UNLIMITED Friends and Family discounted rates, creating unforgettable memories together.
• Comprehensive Health Coverage: Take charge of your well-being through our pre-tax flexible benefit plan, covering healthcare and dependent care expenses, tailored to your needs. Our comprehensive medical, dental, vision, life, and disability benefits, including pet insurance ensures peace of mind for you, your family, and your furry companions.
• Build for the Future: Plan for tomorrow with our 401(k) plan, complete with a company match, empowering you to build financial security.
• Support When You Need It: Navigate life's challenges with confidence through our Employee Assistance Program, providing support when you need it most.
• Enriched Lifestyle: Enjoy a balanced lifestyle with paid vacation, sick days, and holidays, giving you time to recharge and celebrate with loved ones.
• Exclusive Discounts: Access team member discounts from top industry brands in travel, entertainment, and retail, including Apple, Live Nation, Samsung, Hertz, and more, making every day a little more extraordinary.

As a member of the Lake Nona Wave Hotel team, you'll also benefit from:

• Enhanced Wellness: Benefit from special rates at the Lake Nona Performance Club, enhancing your wellness journey.
• Culinary Delights: Indulge in discounts at Tavistock Group Restaurants, savoring culinary experiences at exceptional value.
• Complimentary, Convenience, and Comfort: Receive team member meals, uniforms, and parking, ensuring convenience and comfort during your workday.

Responsibilities

• Demonstrates 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, and scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
• Champion, promote, and successfully track departmental and organizational initiatives e.g. upsell programs, CoralTree Delivers Program, etc.
• Ensure front desk agents properly complete required checklist items at the end of each shift.
• Maintain and successfully execute departmental and hotel policies (including but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, 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.
• Ensure that sufficient staffing is present to meet the daily business demands.
• 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.

Qualifications

• High school diploma or general education degree (GED or two to three years related experience and/or training; or equivalent combination of education and experience).
• A minimum of two yearsof supervisory experience in a high-volume setting.
• Previous hospitality experience in a Four Diamond quality organization preferred.
• Previous experience with Windows, Office, and property management systems.
• Must be able to understand, speak, read, and write in the basic English language.
• Ability to effectively communicate and provide directions in a clear, concise, and professional manner in both verbal and written form.
• Demonstrate ability to compute basic arithmetic.
• Must be available to work varied shifts and flexible schedules.

Working Environment/Physical Demands:

• The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. 
• While performing the duties of this job, the team member is regularly required to walk, and stand, 8+ hours per day.
• The team member may be asked to use hands and arms to reach, carry, pull, and lift up to 25 lbs. 

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.  This job description is subject to change at any time.  The team member will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.

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