Front Desk Team Lead

Job Overview

We are seeking an energetic and detail-oriented Front Desk Team Lead to oversee the front desk operations at our hospitality property. In this pivotal role, you will lead a dynamic team dedicated to delivering exceptional guest experiences, ensuring smooth check-in and check-out processes, and maintaining high standards of customer service. Your leadership will foster a welcoming atmosphere, coordinate guest services, and uphold operational excellence across all front desk functions. This position offers an exciting opportunity to showcase your hospitality management skills while guiding a team committed to guest satisfaction and hotel efficiency.

Duties

• Supervise daily front desk activities, including guest check-in/check-out, reservations, and guest inquiries
• Lead and motivate the front desk team to deliver outstanding customer service with professionalism and enthusiasm
• Oversee the use of property management systems (PMS) such as OPERA to manage reservations, billing, and guest information accurately
• Handle complex customer service issues promptly, applying problem-solving skills to ensure guest satisfaction
• Coordinate with housekeeping, maintenance, and other departments to ensure seamless guest experiences
• Conduct training sessions on hotel policies, phone etiquette, emergency procedures, and the use of hospitality reservation systems
• Manage night audit processes, ensuring accurate financial reconciliation and reporting at the end of each shift
• Maintain comprehensive records of guest interactions, incidents, and operational logs for accountability and continuous improvement

Requirements

• Proven experience in hospitality management or front desk operations within a hotel or resort environment
• Self-Started
• Multilingual or bilingual abilities are highly desirable to serve diverse guests effectively
• Exceptional customer service skills with a focus on guest relations and problem-solving
• Familiarity with hotel emergency procedures and safety protocols
• Excellent phone communication skills with professional phone etiquette
• Leadership experience in managing a team within a hospitality setting is preferred
• Ability to handle night audit responsibilities and work flexible hours as needed
• Previous resort experience or property management experience is advantageous
• Choice Advantage Knowledge is a plus

Join us in creating memorable stays for our guests by leading our front desk team with energy, professionalism, and a passion for hospitality!

Pay: $16.00 - $17.00 per hour

Expected hours: 32.0 – 40.0 per week

Benefits:

• Employee discount
• Paid time off

Work Location: In person