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ExplorUS · 2 months ago

Front Desk Lead

Lake Oswego, OR

Full-time

Onsite

Entry, Mid Level

$19/hr - $20/hr

1+ years exp

ExplorUS is a company that offers a unique workplace experience at Crater Lake, blending scenic beauty with exceptional hospitality. The Front Desk Lead is responsible for managing tour bookings, ensuring guest satisfaction, and achieving financial goals related to the FITs and Groups business.

Hospitality

Responsibilities

Represent the Company in a professional and courteous manner to all guests and visitors per company policy as outlined in the Employee Handbook

Ensure complete accuracy in FIT company bookings and tour groups and email confirmations within 72 hours of receipt

Monthly monitoring of arrival listings to ensure accuracy

Effectively and professionally resolve any complaints/disputes that arise with FIT companies or other tour groups

Efficient and timely processing of pre-pays for FIT companies

Conduct revenue analysis of FITs and Groups each month and report to GM

Review contracts, annually, with FIT companies and present to GM for signature/approval

Effective and timely communications with lodging staff to ensure that room blocks are accurate for all groups

Coordinate and manage special projects/needs for various groups such as reserving the auditorium and working closely with food & beverage on food options

Process all payments in a timely and accurate manner. Follow up immediately on any discrepancies

Timely and effective communications to all company managers informing of upcoming events

Produce and track invoices/payments for all FITs and Groups

Monitor social media and hospitality sites such as TripAdvisor (at least twice weekly) and provide positive and professional feedback to all comments. Involve the GM and other departmental managers as necessary

Collate and provide monthly reports on guest comment cards communicating results to all managers

Other duties per Duties Checklist and as assigned

Qualification

Customer ServiceFront Desk ExperienceTour Operator ExperienceCommunication SkillsOrganizational SkillsDetail OrientedNational Park ExperienceTeam PlayerProblem Solving

Required

Possess positive and professional communication skills, both written and verbal

Must be organized and detail oriented with an ability to proactively analyze business results and make recommendations for improvement

Must remain calm in stressful situations and understand how to resolve issues

Must be a strong team player

Must be able to lift up to 25 lbs frequently and up to 50 lbs occasionally, stand on feet for up to 8 hours per day in a fast-paced environment. This position may involve frequent bending, twisting, lifting and squatting

Education: High School Diploma or equivalent

Experience: Customer Service or call center experience

Travel Agent or tour operator/experience

Education: High school diploma or equivalent

Experience: Minimum 1 (one) year front desk/room registration experience National Park/Resort experience