Front Desk Agent Lead

Summary of Position

The Front Desk Lead plays a pivotal role in ensuring a seamless guest experience at the front desk by providing welcoming, seamless, and resourceful service. In addition to performing standard front desk duties, the Front Desk Lead supports the leadership team by mentoring front desk agents, assisting with training, resolving escalated guest issues, and maintaining daily front office operations in alignment with resort standards.

Essential Functions

• Provide exceptional service during the check-in and check-out process using the property management system, confirming guest information and updating reservations as needed.
• Lead by example in delivering a friendly and sincere welcome, ensuring guest satisfaction with a positive and solution-oriented approach.
• Support team members by acting as a resource for guest issue resolution and by handling escalated concerns promptly and professionally.
• Supervise and coach front desk agents during shifts to ensure consistency in service delivery and adherence to resort standards, including Mystery Shopper and AAA guidelines.
• Verify payment methods, swipe credit cards for authorization, handle cash transactions, and balance assigned house bank accurately.
• Accept and process vouchers, traveler’s checks, and other approved forms of payment.
• Post charges to guest accounts using the PMS and ensure accuracy of billing.
• Answer phones promptly and professionally, respond to guest inquiries, and relay messages efficiently.
• Close guest accounts at check-out and ensure that any issues are resolved or properly communicated for follow-up.
• Maintain the organization of front desk documents including registration cards and perform regular bucket checks.
• Ensure daily shift checklists are completed and hand-offs between shifts are thorough and professional.
• Monitor lobby and front office appearance, ensuring a welcoming and professional environment.
• Provide guests with safety deposit boxes upon request and ensure proper handling of confidential information.
• Actively participate in team huddles, training sessions, and departmental meetings.
• Serve as acting supervisor in absence of Front Office Supervisor or Manager.
• Complete additional tasks as assigned by Front Office Leadership.

Qualifications

• Education: High School Graduate or equivalent required; college education highly preferred
• Experience: Minimum of 1–2 years front desk or guest service experience required. Prior experience in a lead or supervisory role in hospitality is highly preferred.
• Certificates or Licenses: N/A
• Knowledge, Skills, and Abilities:
  • Strong leadership and mentoring skills with the ability to lead by example.
  • Excellent communication skills—clear, concise, and engaging, both verbally and in writing.
  • Proficient in hotel property management systems (PMS) and ability to troubleshoot basic technical issues.
  • Strong organizational and multitasking skills with a high attention to detail.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Solid mathematical and cash-handling abilities, including balancing a cash drawer and reconciling reports.
  • Ability to memorize and perform resort, AAA, and Mystery Shopper standards.
  • Must be able to type a minimum of 15 WPM.
• Personal Characteristics:
  • Reflects our Purpose, Pillars and Service Essentials as well as Departmental Standards
  • Maintains a professional and polished appearance in alignment with resort grooming standards.
  • Maintains a calm and professional demeanor under pressure.
  • Demonstrates enthusiasm, accountability, and initiative.

About the Company

Family-owned and family-built, Marc & Rose is an eclectic collection of iconic resorts and hidden gems — each a tribute to place-based sensuality and playful improvisation. Born of an irreverent spirit and a passion for hard work, our collection makes its home across the American West. It embodies the sounds, smells, and colors of iconic landscapes – and it doesn’t come to life without the human heart.