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Front Desk Team Lead - Property Management - Year Round


Northstar, CA, US

Company:  Northstar California Resort
Shift Type:  Year Round

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.


Vail Resorts is always looking for great talent.  Although our resorts and offices are currently closed to protect the health and safety of our employees, applications are still being accepted.  Hiring will resume as soon as normal operations resume.


Responsible for lead function within front desk team. In addition to performing front desk functions, provides day-to-day work direction to team members; enforces policies and procedures; trains and guides staff as needed; and resolves issues and problems.


Job Duties:

  • Have basic knowledge of MARSHA reservation system and sold out night procedures
  • Display a positive and motivating attitude in order to maintain a high associate morale
  • Check in and check out guests according to the Vail Marriott standard operating procedures
  • Always greet guests that come within the 15/5 rule. 
  • Always avoid slang or jargon of any kind. Ability to effectively use the L.E.A.R.N. technique for dealing with guest complaints. Facilitate guest requests
  • Handle guest’s incoming calls within three rings with enthusiasm and great attention to detail.  Use proper and professional telephone etiquette and report guest problems by using the AYS system.
  • Enter guest incidents and requests into GuestWare, as well as, follow up and close out.
  • Understand duties of all hotel departments to effectively connect incoming calls and solve problems.  Demonstrate proper use of 2-way radio and paging system
  • Be knowledgeable about the hotel information, local attractions, restaurant and transportation available around the hotel, as well as in house activities, in order to answer inquiries
  • Maintain rate and credit integrity of the hotel and follow all proper procedures for posting charges and collecting payment for room and tax and incidental charge
  • Understand and follow credit and cash handling policies and procedures, and know how to perform accurate adjustments and charges to guest accounts.
  • Be responsible to verify associates shift closing and banks
  • Professional demeanor and high work ethic is expected every day, regardless of the situation. Keeping a professional communication between all Guest, Managers and other employees is expected at all times. 
  • Cross-Train with management to ensure comfort with all FD procedures.
  • Responsible for resolving customer issues and complaints by conducting thorough research into the situation and determining the most effective solutions.
  • Motivate and constantly encourage associates to progress their knowledge, skills, and abilities for all FD procedures.
  • First point of contact for all FD employees. Helps train associates by reviewing checklists, reviewing policies and procedures and answering questions.
  • Conducts audit of the front desk agents
  • Acts as Manager on Duty when necessary
  • May help with hiring, staffing, scheduling, providing work direction and performance evaluations
  • Other duties assigned by manager
  • Ability to perform all duties and tasks associated with the Front Desk Agents
  • Responsible for reviewing the laundry invoices and resolving issues due to past due accounts and incorrect postings
  • Champion Front Desk Incentive Programs



With diverse tree-lined mountain trails, a world-class terrain park and a vibrant village, Northstar is the perfect setting for families and snow sports enthusiasts alike. Nestled in the Sierra Nevada just 15 minutes from Lake Tahoe, 30 minutes from Reno and a few hours from Napa and San Francisco, it’s easy to explore everything Northern California has to offer. Join the Northstar team and learn why Truckee, CA has been voted one of the “Top 25 Ski Towns in the World.” www.vailresortscareers.com

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 197371