Front Desk Lead

Job Overview and Role Summary

• Role: Front Desk Lead / Supervisor
• Reports To: Front Office Manager or General Manager
• Core Goal: Deliver high-quality guest service while keeping front office operations running smoothly and efficiently.

Key Responsibilities

• Team Leadership: Train new front desk agents, guide daily shift tasks, and model professional behavior.

• Guest Services: Greet guests, manage fast check-ins and check-outs, and promote hotel amenities or loyalty programs.
• Issue Resolution: Handle escalated guest complaints and find quick, satisfying solutions.

• Department Coordination: Communicate closely with housekeeping and maintenance to verify ready rooms and address property needs.

Administrative Tasks: Balance shift paperwork, audit cash drawers, and update booking records via property management systems (PMS).

Qualifications and Skills

• Experience: 1 to 3 years of hotel customer service or front desk experience, with prior leadership or supervisory background preferred.

• Education: High school diploma or equivalent; a hospitality degree is a plus.

• Technical Skills: Strong computer literacy, including experience with hotel software like Opera or Cloudbeds.

• Soft Skills: Excellent communication, problem-solving under pressure, and a friendly, welcoming attitude.

• Schedule Flexibility: Ability to work varied shifts, including weekends, nights, and holidays