Front Desk Lead - HALL Arts Hotel

POSITION SUMMARY: 

The Front Desk Lead supports the Front Office leadership team by assisting in the daily supervision of front desk operations and ensuring exceptional guest service standards are maintained. This role serves as a senior team member at the front desk, helping guide Guest Service Agents while maintaining efficient and professional front office operations. 

PRIMARY JOB DUTIES: 

• Provide exceptional service during guest check-in, check-out, and throughout the guest stay. 

• Address guest concerns or service requests promptly and professionally. 

• Ensure guests receive a warm welcome and personalized service experience. 

• Assist in overseeing daily front desk activities and workflow. 

• Support the Front Desk Manager in maintaining efficient operations during all shifts. 

• Ensure accurate handling of reservations, room assignments, and billing procedures. 

• Provide guidance and support to Front Desk Agents during shifts. 

• Assist with training new team members on front office procedures and service standards. 

• Help maintain a positive and professional work environment. 

• Assist with resolving guest concerns or service challenges. 

• Escalate complex issues to management when necessary. 

• Maintain a calm and professional demeanor when handling guest situations. 

• Assist with monitoring reservations, occupancy levels, and guest requests. 

• Support shift reports, daily logs, and front office documentation. 

• Ensure accurate communication between departments regarding guest needs. 

      Additional tasks and responsibilities may be assigned at the discretion of the manager.  Furthermore, tasks and responsibilities may be added or revised based on the volume of business and the need for the work to be completed at the present time. 

KNOWLEDGE, SKILLS AND ABILITIES: 

• High school diploma or equivalent required; hospitality education preferred. 

• 2–3 years of experience in front desk or guest services roles. 

• Previous leadership or supervisory experience preferred. 

• Strong communication, organizational, and problem-solving skills. 

• Familiarity with hotel property management systems (PMS) preferred. 

PHYSICAL DEMANDS: 

• Ability to stand for extended periods during shifts. 

• Ability to lift up to 25 pounds occasionally. 

• Frequent use of computers and front desk systems. 

This job description is not intended to create a contract of employment. Employment with the Company is at-will and may be terminated by either the employee or the Company at any time, with or without cause or notice, in accordance with applicable law.