Job Summary:

The Front Desk Lead serves as the primary liaison between our guests and the hotel, embodying our commitment to Outrageous Hospitality. Positioned at the desk during their shift, the Front Desk Lead ensures smooth daily operations, leads by example in service excellence, and empowers fellow agents through positive leadership. While not a supervisor, the Front Desk Lead is the "go-to" expert for guest experiences, handling concerns promptly, supporting team communication, and ensuring the highest standards of hospitality are consistently delivered. This is a non-exempt (hourly) position.

Key Responsibilities:

Guest Experience & Service Excellence

Act as the first point of contact for guest issues, empowered to make immediate service recovery decisions and ensure a positive outcome.

Deliver exemplary service that sets the tone for the team and forges memorable guest experiences.

Partner with the Sales team to support group arrivals, departures, and overall group experience coordination.

Operational Excellence

Maintain presence at the front desk to ensure consistent guest engagement.

Ensure all daily checklists are completed and operational standards are upheld.

Utilize Operational Systems to document guest issues, resolutions, and shift updates.

Write at least one comprehensive weekly communication log summarizing needs, successes, and opportunities for improvement.

Ensure effective shift-to-shift pass-on communication, creating continuity for both team and guest service.

Leadership by Example

Model professional, positive, and guest-focused behavior at all times.

Promote a culture of teamwork, hospitality, and accountability.

Guide fellow Front Desk Agents with weekly roleplaying in resolving guest requests and challenges, encouraging growth and consistency in performance.

Becomes leading expert with all company and departmental policies and procedures and leads all new process rollouts for the department.

Skills, Abilities & Qualifications:

1+ yr Front Desk or Guest Services experience in a hotel environment required.

Proficiency in hotel systems and applications.

Strong problem-solving skills and ability to make sound, guest-focused decisions.

Positive, team-oriented attitude with a commitment to delivering exceptional service.

Able to address negative guest interactions in a calm & positive manner.

Excellent communication skills, both verbal and written.

Strong organizational skills with attention to detail.

Additional Details

This position may require working weekends, holidays, or variable shifts based on business needs.

The statements listed are intended to represent the key duties and level of work being performed. They are not intended to be all responsibilities or qualifications of the job. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, or other protected class. Those who are ineligible to work in the United States will not be considered.