Front Desk Agent - Sag Harbor, NY

Primary Responsibilities/Essential Functions

• Lead and supervise the Front Desk team during assigned shifts, ensuring smooth and efficient check-in, check-out, and guest service operations.
• Collaborate and coordinate closely with Housekeeping, Valet, and Concierge teams to ensure seamless service delivery and address immediate operational needs.
• Serve as the primary point of contact for complex guest inquiries, complaints, and service issues, resolving them promptly and professionally to ensure a positive guest environment.
• Manage Front Desk staffing levels and task assignments, ensuring adequate coverage for all operational hours and escalating any critical support needs to the management team.
• Aid in the onboarding and training of new Front Desk Agents, providing ongoing coaching, guidance, and support to foster a culture of excellence.
• Ensure the Front Desk operation adheres to all hotel safety and security protocols, and perform regular checks of the lobby and key guest areas to maintain a secure environment for guests and staff.
• Maintain the cleanliness, organization, and full functionality of the Front Desk and lobby area, coordinating with Housekeeping and Maintenance for support in adjacent public spaces.

Requirements

• Proven ability to lead a small team, train new ambassadors, and delegate tasks effectively.
• Extensive experience in guest or customer service, preferably in a supervisory or senior role.
• Deep knowledge of the local area: including things to do, places to go, and enthusiasm to acquire new information for the team.
• Is warm, highly hospitable, and enjoys mentoring and coaching team members in guest interactions.
• Genuine desire to be helpful: able to jump in and assist other departments when necessary, and able to coordinate departmental efforts.
• Works cooperatively with others in all situations and fosters a collaborative team environment.
• Exceptional organizational skills, a strong work ethic, and superior attention to detail.
• Clear and professional understanding of the English language (verbal and written) for effective communication and documentation.
• Flexible in schedule and willing to meet the demands of a complex operation, including occasional shift coverage for management.
• Ability to lift up to 40 lbs and stand, up to 8 hours per shift.