Lead Hospitality Agent

We are seeking a polished, high-energy Lead Hospitality Agent to oversee and elevate guest experiences, team performance, and day-to-day hospitality operations in a fast-paced, corporate environment. This individual will lead a team of 5+ associates and act as the point person for managing client experiences, catering logistics, guest services, and facility presentation. The ideal candidate will bring a strong background in food & beverage, corporate hospitality, and team leadershipblending exceptional customer service with operational excellence.

Pay Range: $22-$24/hr.

Key Responsibilities:

Guest Experience

Deliver a warm, professional, and personalized welcome to all clients, visitors, and guests.
Anticipate needs and provide proactive service and tailored recommendations to enhance the guest journey.
Address guest inquiries, requests, and concerns promptly, following up to ensure satisfaction.
Track and respond to guest feedback and reviews; implement continuous improvement plans.
Communicate updates and event-related information, including available catering spreads.
Team Leadership

Supervise, mentor, and support a hospitality team including concierge and front desk associates.
Lead daily Hospitality Huddles and conduct bi-weekly one-on-ones to align on performance and goals.
Facilitate ongoing training to improve service, technical, and communication skills.
Drive team accountability through constructive feedback, coaching, and formal evaluations.
Foster a positive team culture rooted in collaboration, excellence, and service.
Operations Management

Monitor reservation systems and room inventory; coordinate with internal teams to ensure readiness.
Oversee cleanliness and functionality of guest spaces; coordinate with maintenance and housekeeping as needed.
Conduct routine inspections to ensure consistent brand and service standards.
Ensure associates are completing tasks efficiently and maintaining workspace organization.
Manage issue escalation and equipment malfunction protocols with facilities.
Guest Relations & Client Engagement

Cultivate relationships with regular guests; recognize preferences and create memorable experiences.
Partner with clients to coordinate meeting and event planning, including catering orders.
Provide recommendations for local restaurants and vendors as part of elevated client service.
Training & Development

Organize cross-functional learning opportunities and stay current on hospitality trends and technologies.
Participate in ongoing professional development
Identify skill gaps and implement growth plans in partnership with department managers.
Performance & Reporting

Track key performance indicators (KPIs), including guest satisfaction, attendance, and service delivery.
Leverage insights from data and feedback to drive service enhancements.
Support guest loyalty initiatives and contribute to a consistent, high-impact guest experience.
Food & Beverage Oversight

Process and manage catering and food orders for meetings and events.
Oversee execution of meeting room food setups, ensuring presentation and safety standards.
Track food deliveries and manage credit card transactions to ensure accurate reporting.
Qualifications:

2+ years experience in hospitality leadership, preferably in a corporate or high-end client service setting.
Experience managing a team of 5 or more associates.
Medium to high-volume restaurant or food & beverage service experience required.
Strong knowledge of hospitality and catering best practices.
Proficient in Microsoft Office Suite and hospitality software platforms.
Excellent written and verbal communication skills; corporate polish required.
Proven ability to manage multiple priorities, meet deadlines, and adapt in a fast-paced environment.
Exceptional attendance and reliability required.
Must have reliable transportation.
Preferred Attributes:

Strong client-facing demeanor and a proactive, service-first attitude.
High attention to detail and a passion for hospitality excellence.
Ability to coach, mentor, and elevate a service-minded team.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, origin, disability, or military status.

The compensation outlined reflects expectations for candidates who fully meet the roles qualifications in terms of education and experience. While the position is open to both internal and external applicants, if a current Forrest Solutions employee is selected and does not meet all criteria, the title, structure, and compensation may be adjusted accordingly based on internal guidelines.