About the position
The Hospitality Worker Lead at Aramark is a pivotal role within the guest services operation at Yosemite National Park. This position is primarily responsible for ensuring guest satisfaction through effective management of reservations, addressing guest needs, and resolving any concerns that may arise during their stay. The Lead Front Desk Clerk will oversee the daily operations of the front desk, ensuring that all tasks are completed efficiently and to the highest standards of service. This includes not only managing the front desk but also delegating responsibilities among the guest services team, which may include tasks such as luggage transport and other guest-related services. In this role, the Lead will be expected to train and guide the guest service staff, equipping them with the necessary skills to provide exceptional customer service. This involves familiarizing them with job duties, customer service protocols, and the systems and procedures in place. The Lead will also be responsible for greeting guests, anticipating their needs, and providing a welcoming atmosphere. Service recovery is a critical aspect of this position, as the Lead will need to address any instances of unsatisfactory service promptly and effectively. The position also entails administrative responsibilities such as booking reservations, coordinating guest registration, and managing cash and credit card transactions through the register or software systems. Communication is key, as the Lead will handle phone calls and emails, ensuring that messages are delivered promptly. Maintaining a positive attitude and excellent customer service is essential, as is the ability to reconcile any disputed charges from guests. Participation in Quality Assurance Programs is also a requirement, as the Lead will review operations to identify areas for improvement and implement necessary changes to enhance guest satisfaction.
Responsibilities
- Schedules and assigns daily work assignments of the guest services team and oversees completion of tasks
- Trains and guides guest service staff on job duties, customer service, systems, and procedures
- Greets and provides customer service to guests while anticipating their needs
- Responsible for performing service recovery to patients/customers who have received unsatisfactory service
- Books reservations and coordinates registration
- Operates a register and/or software system to complete cash and credit card transactions
- Answers phone calls and emails and delivers messages as needed
- Maintains excellent customer service and positive attitude towards guests, customers, clients, co-workers, etc.
- Reconciles disputed guest charges
- Participates in Quality Assurance Programs and reviews to address areas in need of improvement
Requirements
- Experience in customer service or hospitality industry
- Strong communication and interpersonal skills
- Ability to manage and lead a team
- Proficient in using cash registers and reservation software
- Problem-solving skills to address guest concerns
Nice-to-haves
- Previous experience in a lead or supervisory role
- Familiarity with hospitality management software
- Bilingual abilities
Benefits
- Competitive hourly wage
- Opportunities for skill development and training
- Employee discounts on services and products
