Front Desk Lead

Job Description

Job Description

FRONT DESK LEAD

ABOUT THE CARROLL COMPANIES

For over 30 years, The Carroll Companies have been committed to achieving business success by providing innovative, cost-effective real estate developments and services.

Headquartered in Greensboro, NC, The Carroll Companies features a collection of enterprises specializing in diverse aspects of land development construction, ownership, management, and publication. As The Carroll Companies continue to evolve nationally and internationally, we are best known for our luxury multifamily developments, visionary mixed-use lifestyle centers, and superior storage solutions.

WHY WORK FOR CARROLL HOSPITALITY?

• Sole owner-owned and operated for over 20 years.
• Thriving culture that promotes safety first for all of our employees.
• Company uniforms provided to employees if needed.
• Paid training & certifications offered, as appropriate.
• Comprehensive medical, dental and vision benefits in addition to 401K, 401K match, Short Term Disability, Long Term Disability & Life Insurance for eligible employees.
• Medical Advocacy Program available to all employees.
• Paid time off & Paid Holidays.
• Employee Discount Program.

Job Summary

The Front Desk Lead is responsible for overseeing daily front desk operations, ensuring exceptional guest service, and supporting front desk team members. This role serves as a point of contact for guest concerns, assists with staff training, and helps maintain efficient and professional hotel operations.

Responsibilities

Guest Service

· Welcome guests and provide a positive first impression of the hotel.

· Manage guest check-ins and check-outs accurately and efficiently.

· Address guest inquiries, requests, complaints, and service recovery situations.

· Ensure high levels of guest satisfaction and service excellence.

Front Desk Operations

· Supervise front desk staff during assigned shifts.

· Monitor reservation systems and room availability.

· Ensure compliance with hotel policies, procedures, and brand standards.

· Handle cash, credit card transactions, and daily reconciliations.

· Prepare and review daily reports, occupancy information, and shift handovers.

Leadership & Team Support

· Assist with onboarding and training new front desk associates.

· Coach team members on customer service and operational procedures.

· Provide shift coverage when needed and assist with scheduling.

· Communicate operational updates and guest issues to management.

Administrative Duties

· Maintain accurate guest records and billing information.

· Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met.

· Manage VIP arrivals, group check-ins, and special requests.

· Support audits and compliance requirements.

Key Skills

· Leadership and team development

· Guest relations and conflict resolution

· Multitasking and organization

· Attention to detail

· Cash handling and reporting

· Computer and reservation system proficiency

Performance Expectations

· Maintain high guest satisfaction scores.

· Ensure accurate front desk transactions and records.

· Support achievement of hotel occupancy and revenue goals.

· Promote a professional, welcoming, and service-focused environment.

Qualifications

· High school diploma or equivalent required; associate's or bachelor's degree preferred.

· 2+ years of hotel front desk or hospitality experience.

· Previous supervisory or leadership experience preferred.

· Proficiency in hotel property management systems (PMS) and Microsoft Office.

· Strong customer service, communication, and problem-solving skills.

· Ability to work flexible schedules, including nights, weekends, and holidays.

Physical Requirements

· Ability to stand for extended periods.

· Ability to lift up to 25 pounds occasionally.

· Ability to work in a fast-paced hospitality environment.

The Carroll Companies is committed to fostering a diverse and inclusive workplace where all individuals are valued and respected. We believe that diversity is a source of strength and innovation, and we are dedicated to providing equal employment opportunities to all qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We encourage applicants from all backgrounds to apply and join us in our mission to create a workplace that reflects the diversity of the world we serve. Together, we strive to build a culture that celebrates uniqueness, embraces differences, and ensures that every employee feels empowered to bring their authentic selves to work. Your talent is what matters most, and we are excited to welcome individuals from all walks of life to contribute their skills and perspectives to our dynamic team.