Front Desk Lead - Full Time

Essential Duties And Responsibilities

• Supervise daily activities of front desk agents
• Handle guest complaints and resolve issues
• Aid with group check-ins and time-savers
• Act as liaison between front office departments for guest service requests
• Maintain room availability and guest placement
• Perform as relief Front Desk Manager when needed
• Maintain established front desk procedures
• Monitor clerk overages and shortages
• Perform night audit and end-of-day procedures
• Train new and existing front desk agents
• Support guest services area as required
• Ensure work area is neat and fully stocked at end of shift
• Provide courteous and friendly service to all staff and guests

Qualification Requirements

• Must be at least 18 years of age
• One to two years of front desk operations experience
• High school diploma or GED and two years of university-level coursework or equivalent
• Excellent communication skills
• Flexible availability for various shifts
• Full understanding of company and departmental rules, regulations, policies, and procedures
• Professional, pleasant, confident, and well-groomed presentation
• Ten-key and computer experience required
• Skilled in building and maintaining effective working relationships with staff
• Ability to read, write, and communicate effectively in English
• Strong verbal and written communication skills to interact effectively with guests, team members, and management
• Able to convey information clearly and professionally in high-pressure or fast-paced situations
• Able to understand and respond to guest inquiries, concerns, and feedback with courtesy and accuracy
• Must be able to document incidents, complete reports, and follow written instructions precisely
• Proficiency in communicating policies, procedures, and expectations to team members

Reasoning Abilities

• Ability to apply common sense and sound judgment to carry out written, oral, or diagrammed instructions
• Strong problem-solving skills in standardized situations involving multiple variables
• Able to make quick decisions under pressure while maintaining guest satisfaction and safety
• Able to assess situations and respond appropriately to guest needs, operational challenges, or unexpected events
• Demonstrates logical thinking and adaptability in a fast-paced, high-volume environment
• Must be able to prioritize tasks and manage time effectively during peak business hours
• Interpret and follow company policies, procedures, and regulatory guidelines
• Maintains professionalism and discretion when handling sensitive or confidential information

Certifications, Licenses, Registrations

• Must qualify for all licensing and permit requirements as mandated by federal, state, and local regulations

Physical Demands

• Regularly required to stand for extended periods and use hands to handle tools, equipment, and objects
• Frequently required to reach with arms, speak clearly, and actively listen in a fast-paced environment
• Visual acuity required, including close vision, color differentiation, and peripheral awareness
• Ability to lift and move: up to 10 lbs regularly, up to 30 lbs frequently, up to 50 lbs occasionally (with assistance or equipment as needed)
• Must be able to push, pull, bend, twist, stoop, crouch, kneel, and maintain balance in various work environments, including confined or crowded spaces
• May be required to navigate stairs, ramps, and uneven surfaces
• Must be able to perform physical tasks safely and efficiently in a dynamic and guest-facing setting

Work Environment

• May be exposed to secondhand tobacco smoke
• Fast-paced, high-energy atmosphere requiring excellent multitasking and communication skills
• Frequent interaction with guests and team members in a dynamic customer service setting
• May involve standing, walking, or moving for extended periods during shifts
• Exposure to varying noise levels, lighting, and temperature conditions
• Flexibility required to work nights, weekends, holidays, and overtime based on business needs
• Compliance with uniform and grooming standards is required
• Must adhere to all company policies, procedures, and regulatory guidelines
• Reasonable accommodations will be made for individuals with disabilities in accordance with applicable laws