Front Desk Lead

DESCRIPTION

COMPANY OVERVIEW

Great Western Lodging has been proudly based in Breckenridge, Colorado since 1997. As a locally managed company, we take a proactive approach to property management, emphasizing genuine care, consistent communication, and attention to detail in everything we do. Our mission is simple: Elevate the experience-for our team, our homeowners, and our guests. That philosophy guides every decision and every interaction. We are incredibly proud of our low staff turnover, a rarity in a destination town. This stability reflects our culture, the value we place on our employees, and the passion our team brings to work each day. Joining Great Western Lodging means becoming part of a supportive, dedicated, and community-minded company that truly values its people.

POSITION SUMMARY

As the Front Desk Lead at Great Western Lodging, you will guide the daily flow of front desk operations and support a team of guest service agents in delivering a friendly, seamless experience for every guest. You'll answer calls, emails, and texts directed to the Guest Services Team from in-house guests, team members, and partners, ensuring questions are handled promptly and accurately. When concerns or complaints arise, you'll respond with enthusiasm, empathy, and genuine warmth, turning challenges into positive moments.

In this role, you'll communicate clearly across departments, maintain accurate records, and help keep information organized and accessible. You'll collaborate closely with coworkers and vendors, foster a supportive team environment, and uphold Great Western Lodging's service standards and core values in everything you do. This is the ideal role for a compassionate, service-oriented individual with prior experience in vacation rentals or hospitality.

RESPONSIBILITIES

• Manage all guest service agents and front desk responsibilities
• Communicate updates and address issues promptly with in-house guests and fellow team members.
• Report, assign, and schedule maintenance and general tasks for our property management team.
• Maintain a thorough understanding of all software and systems used in the Guest Services environment.
• Ensure all information communicated to guests about the properties is accurate, timely, and up to date.
• Provide real-time updates to guests regarding routine maintenance and notices from condo associations and homeowners' associations.
• Keep detailed records of communications received, sent, and actions taken within system notes.
• Foster friendly working relationships with all coworkers, third-party vendors, and other departments.
• Uphold the company core values and provide excellent customer service standards
• Leads by example and holds team accountable for productivity and delivering results

QUALIFICATIONS

• 2+ years of experience in short term rental management or hospitality services.
• High School Diploma or GED. Associates degree preferred.
• Proficiency in Microsoft 365 tools.
• Strong communication skills, both verbal and written.
• Excellent problem-solving abilities.

COMPENSATION & BENEFITS

Salary

Hourly - $25 - $32/ hour

Benefits

• Paid time off
• Life insurance
• Health insurance
• Dental insurance
• Vision insurance
• Retirement benefits or accounts
• Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
• Long term disability insurance
• Short term disability insurance
• Gym memberships or discounts
• Workplace perks such as recreation activities, food and coffee, and flexible work schedules

Schedule

Full Time, 8am-5pm. Some weekend required.