Front Desk Lead

Job Description

Job Description

Description:

The Front Desk Lead is a hands-on operational support position responsible for assisting with the daily functions of the Front Desk and supporting the Sales department/General Manager & Maintenance in maintaining consistent guest service and front desk operations.

This position is designed to be actively involved in day-to-day operations rather than functioning solely as a management or administrative position. The Front Desk Lead will work scheduled front desk and mid shifts, provide additional support during busy periods, and be a primary resource for covering front desk call-outs when needed.

The Front Desk Lead is expected to lead by example, provide guidance and support to Front Desk Agents, assist with guest concerns, and help ensure policies and procedures are being followed consistently and escalate to proper departments - Sales team/GM/maintenance team/housekeeping team.

There will be a 90-day probationary period for this position.

Scheduling & Availability

The Front Desk Lead will work a combination of scheduled Front Desk and operational support shifts, including weekend mid shifts. The position requires scheduling flexibility and availability to assist with Front Desk callouts and unexpected staffing needs.

Because providing coverage and operational support is a primary function of this position, dependability, attendance, and availability are essential requirements of the Front Desk Lead role.

Overall Goal of the Position

The goal of the Front Desk Lead is to provide an additional layer of operational support between the Front Desk team and General Manager/Sales Dept. The position should help keep daily Front Desk operations running smoothly, reduce the need for the General Manager to personally cover routine Front Desk staffing issues, identify and correct recurring procedural problems, and ensure guests consistently receive a high level of service.

A primary responsibility of this position is being dependable and helping cover staffing gaps. Is that something you can commit to?

Primary Responsibilities

Front Desk & Operational Support

• Work scheduled Front Desk and mid shifts
• Maintain availability and flexibility to assist with covering Front Desk call-outs.
• Assist the Front Desk during busy periods, including answering phones and emails, checking guests in and out, processing reservations, and assisting with guest requests.
• Assist with minor guest room issues and coordinate with housekeeping or maintenance when additional assistance is needed.
• Serve as a resource for Front Desk Agents when they have questions regarding policies, reservations, payments, discounts, or guest situations.
• Assist with closing the kitchen when housekeeping requires additional support.
• Assist with day-to-day operational needs as directed by the General Manager & sales/event manager.
• Attend agenda/department head meeting.
• Monthly 1 on 1 with mgmt. team.

Guest Service

• Respond to resolve and escalate guest concerns and complaints in a professional and timely manner.
• Follow up on guest issues when necessary and document important information appropriately.
• Respond to online guest reviews.
• Help ensure Front Desk Agents are providing consistent, professional, and welcoming guest service.
• Escalate significant guest concerns or unusual situations to the General Manager and proper departments.

Reservations & Quality Control

• Regularly audit reservations to identify recurring errors or areas where additional Front Desk training may be needed.
• Review reservations for issues including:
  • Missing or incomplete reservation notes
  • Incorrect or improperly applied discounts
  • Missing credit card information
  • Incomplete guest information
  • Payment or billing concerns
  • Other recurring reservation errors
  • Room assignments
  • Folio errors
• verify that applicable discounts are being applied correctly.
• Review and follow up on outstanding guest balances.
• Work with Front Desk Agents to correct recurring reservation or procedural issues.

Financial & Administrative Responsibilities

• Complete assigned reconciliations and review discrepancies.
• Monitor outstanding balances daily and assist with collecting or resolving balances as necessary.
• Assist with Front Desk procedures related to payments, deposits, retail charges, and guest folios.
• Prepare and distribute Front Desk memos as needed or as directed by the General Manager.
• Assist with maintaining and communicating updated Front Desk procedures.

Scheduling & Training

• Assist with finding coverage for callouts and schedule changes.
• Assign monthly Alison training courses to employees as directed.
• Follow up with employees regarding completion of assigned training.
• Identify areas where Front Desk Agents may need additional coaching or training.
• Help train and support new Front Desk employees.

Wine Bar

• Open and operate the wine bar during assigned shifts.
• Serve wine to guests in accordance with hotel procedures and Washington State alcohol regulations.
• Maintain required MAST certification.
• Monitor wine bar supplies and communicate inventory needs.
• Ensure the wine bar is maintained in a clean, organized, and guest-ready condition.

Retail Area

• Oversee the organization and appearance of the retail area.
• Ensure merchandise is properly displayed, stocked, and priced.
• Assist with introducing and displaying new merchandise.
• Ensure Front Desk Agents understand proper procedures for posting and processing retail purchases.
• Manage inventory via ResNexus bi-weekly.

Leadership Expectations

The Front Desk Lead is expected to:

• Lead by example and maintain a positive and professional attitude.
• Be dependable and maintain consistent attendance.
• Demonstrate flexibility when operational needs or staffing issues arise.
• Take initiative and identify tasks that need attention without always requiring direction.
• Communicate effectively with the General Manager and other departments.
• Help Front Desk Agents solve problems rather than simply completing tasks for them.
• Provide guidance and coaching so employees understand hotel policies and procedures.
• Maintain confidentiality regarding guest, employee, and company information.
• Follow through on assigned responsibilities and communicate when tasks have been completed or require additional attention.
• Maintain professional relationships with all staff

• Previous hotel front desk experience preferred
• Prior supervisory or leadership experience preferred
• Strong problem-solving skills and ability to remain calm under pressure
• Excellent written and verbal communication skills
• Experience with third-party booking platforms preferred
• Strong organizational and multitasking skills
• Ability to work flexible hours.
• Weekends and Holidays are required
• A hands-on leader who leads by example
• Strong attention to detail
• Ability to motivate and develop team members