LEGOLAND CA Hotels Senior MC - Full Time - LEGOLAND Parks

What you'll bring to the team:

Essential Functions::

• Welcome guests into the resort with a genuine warm welcome using the “5-10 Rule”.
• Ability to deliver a dynamic customer service experience by assisting guests with check-in/checkout process and inquiries.
• Works effectively in a team environment.
• Ability to lead team to accomplish company goals.
• Flexibility to cover various shifts of staffing needs, including line-level shifts or Manager on Duty Support.
• Positively interacting with guests while at the desk and on the floor to insure a Memorable Experience
• Individual will meet the essential function of the position via the below detailed criteria

Operations: The Senior MC’s are expected to spend their shifts at the front desk and on the floor to enhance the guest experience while meeting/exceeding Hotel Excellence Standards. The Senior MC will be responsible and held accountable to all responsibilities of a front desk agent which include but not limited to:

• Maintain “5 Brick Service Standards” to drive KPI’s
• Check guest in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
• Maintain and improve the quality of the guest experience
• Must provide support to maintain Health & Safety Standards within the Front Office and Hotel Lobby
• Process all payments according to established hotel requirements
• Provide information and assistance to all guests and visitors
• Provide prompt, courteous, and efficient handling of all requests for guest room reservations, changes, cancellations, and information
• Provides prompt, courteous, and efficient handling of all incoming calls and assistance for outgoing calls that transpire through PBX
• Play an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance and following designated roles of printing necessary reports
• Assist guest services, safety services, housekeeping, and engineering team with accommodating guest and request
• Creates a work environment that promotes teamwork, recognition, mutual respect, and employee satisfaction
• Maintain confidentiality of all guests
• Provides ideas and suggestions for new products, services, technology, and processes to ensure the company competitive position and in anticipation of changing customer needs within the dynamic hospitality environment
• Must be able to multitask and prioritize departmental functions to meet deadlines
• Maintain and organize Site Inspections by keeping detailed records of when site inspections are to occur, selecting rooms and communicating to necessary department heads
• Maintains and controls safe while on duty, keeping detailed records of all transactions
• Provides new hires with adequate training and ongoing training for all other front desk employees
• Works diligently at continuously working with Front Office Manager and Assistant Front Office Manager on operation improvements
• Routinely reviews and distributes new and modified SOP’s to frontline MC’s
• Completes audits on Front office Checklist and ensures they are being completed on a daily/shift basis
• Performs other job-related duties as assigned

 

Marketing: The Senior MC will support the Assistant Front Office Managers with Hotel policies regarding direct guest feedback and compensation.  Additionally, this role will also support in ensuring LEGOLAND California Hotel presents both the LEGO and Merlin brands in the most positive light possible in both direct and indirect guest communication.  The job holder will be the face of LEGOLAND to our guests.  As such, outstanding written and verbal communication skills are essential. The job holder will be expected to make an active effort to put LEGOLAND California Hotel & LEGOLAND Castle Hotel as well as the Company in a position to win prestigious customer service awards that can be communicated to the world.  This will help to build the reputation of service excellence for both the Hotels and Merlin Entertainments.

 

Financial: The Senior MC is responsible for ensuring the Compensation Policy of the Hotel is followed, and any compensation offered to a Guest is fair for both the guest and the Company. The Senior MC will be empowered by the Front Office Manager and the Assistant Front Office Manager to utilize the Escalation of Compensation SOP to deescalate guest complaints and to perform Service Recovery. While on shift as the acting MOD, the Senior MC may compensate up-to the Assistant Manager Level. All compensation above AFOM Level will need approval from Direct Line Manager. 

 

Development: To attend Company training programmes to develop capabilities such as People Management skills, Recruitment skills, Financial and Disciplinary training to name a few.  Use the Personal Development Plan program in conjunction with their Manager to identify areas of growth potential.

• The job holder will be expected to develop a strong customer service mentality within the Hotel.
• Trains interns and junior MC’s in Front Desk operations, responding to guest needs, and resolution of guest problems.
• Direct performance of staff and follow up with corrections when needed being mindful that respectful interaction is a motivating tool.

 

People: The individual filling this role must be passionate and could inspire others within the Company. 

Build and develop a team who work together, support, communicate and encourage one another creating a fun environment where the LEGO values are met.  Through coaching & development establish a team that are confident and competent in their role. 

 

Guest Experience: As a Senior MC, this role will always be expected to comply with all policies and procedures. The Senior MC role is instrumental in ensuring the Hotel provides consistently excellent guest service. The individual filling this role will be encouraged to enhance the guest experience by:

• Anticipating guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day
• Supporting the Front Desk Agents, Lobby Ambassadors, & Bellman
• Provide varying levels of Service Recovery that fit the needs of the guest

 

The job holder is expected to develop and nurture positive relationships with all Departments. Skills and abilities include the ability to perform job functions with attention to detail, speed, and accuracy; prioritize and organize; be a clear thinker, remain calm, and resolve problems using good judgment; follow directions thoroughly; work cohesively with co-workers as part of a team.

 

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Qualifications & Experience:

Background and Experience:

• 1-3 years customer service experience is required.
• 1-3 years supervisory experience is preferred.
• Hotel front desk experience and working knowledge of Opera PMS system preferred.
• Ability to successfully lead a team to accomplish goals

 

 

Benefits:

• Alongside company paid holidays when working, you can also look forward to enjoying a great perks package, free tickets to Merlin attractions globally and 30% discount in our retail shops and restaurants.

Work Environment: 

Position includes standing/sitting and walking for extended periods of time amongst the Hotels and Resort.  This includes walking up stairs, kneeling, bending, crouching and squatting at times. Primarily an inside position but at times will require being outside and in varying weather conditions to meet guest needs.

 

Position requires closed toed- non slip shoes and other PPE as directed by the Manager. 

 

 

Pay Range:USD $22.25/Hr.