Guest Services Lead

Guest Services Lead

Department: Guest Services Lead

Employment Type: Full Time

Location: Monahans, TX

Description

**URGENT FULL-TIME EMPLOYMENT OPPORTUNITY**

We are seeking a Guest Services Lead to direct daily front-of-house operations at a remote workforce housing community serving up to 2,000 residents in West Texas. Reporting to the Camp Manager, the Guest Services Lead oversees check-in and check-out processes, room assignments, resident communication, service request handling, and team performance to deliver consistent, professional resident experiences. This visible, resident-facing leader maintains accurate occupancy data, resolves issues in real time, and coordinates closely with housekeeping, maintenance, laundry, and administration so the camp remains ready to support arrivals, departures, and ongoing resident needs 24/7. This position is based at the West Texas camp and is not remote or hybrid.

Key Responsibilities

• Leads the guest services team on the assigned shift, including scheduling, attendance confirmation, task assignment, coaching, and performance follow-up to meet occupancy and service demands.
• Directs high-volume check-in and check-out operations, verifies room readiness, assigns accommodations according to priority and availability, and communicates arrival and departure information to supporting departments.
• Maintains real-time occupancy tracking, room status boards, and daily logs covering arrivals, departures, no-shows, extensions, and open service requests.
• Serves as the primary on-site point of contact for resident inquiries, service requests, and complaints; coordinates prompt resolution with the responsible department and confirms closeout.
• Conducts start-of-shift briefings and structured handoffs that cover occupancy, room readiness, pending requests, resident concerns, and required follow-through.
• Coordinates with housekeeping, laundry, maintenance, and administration on room turns, work orders, key control, and access issues to keep rooms available and serviceable.
• Monitors guest services quality standards, reinforces procedures, documents deficiencies, and escalates recurring performance or service gaps to the Camp Manager.
• Prepares and submits accurate shift reports on occupancy, service volume, resolution times, incidents, and open items for Camp Manager review.
• Supports emergency and severe-weather response by accounting for residents, communicating instructions, and assisting with controlled movement or shelter-in-place actions as directed.
• Maintains organized records, key inventories, and front-desk systems while protecting resident information in accordance with company standards.

Skills, Knowledge and Expertise

• Associate's or Bachelor's degree in hospitality, business, customer service management, or a related field, or equivalent operational experience.
• 4+ years of progressive experience in guest services, front desk, lodging operations, or high-volume customer-facing roles, including at least 2 years leading or supervising staff in a shift-based environment.
• Experience in remote workforce housing, large-scale lodging, or comparable austere accommodation settings is strongly preferred.
• Demonstrated ability to manage check-in/check-out workflows, occupancy tracking, room assignments, service request resolution, and shift handoffs under high volume.
• Working knowledge of hospitality and facilities operations, including coordination with housekeeping, maintenance, and administrative teams.
• Strong interpersonal, communication, organization, and decision-making skills, with the ability to remain composed, visible, and resident-focused while working on site in remote West Texas on an assigned 12-hour day or night shift rotation, including weekends and holidays. Must maintain a valid driver's license and meet company and client access requirements.