Front Desk Lead

The Lead Front Desk Agent plays a key role in ensuring the seamless operation of the front desk and in delivering exceptional guest experiences from check-in through check-out. In addition to providing excellent service, the Lead Agent will assist in training and mentoring front desk staff, resolving escalated guest concerns, and supporting departmental leadership in upholding service standards.

What you will be doing:

• Serve as a point of contact for escalated guest concerns, resolving issues promptly and professionally to ensure guest satisfaction.

• Welcome and register guests expeditiously, providing information as needed, obtaining identification and credit/check approval per hotel policy. Confirm and modify details required to complete the registration process.

• Lead by example by upholding high service standards and ensuring fellow agents follow proper check-in, check-out, and cashiering procedures.

• Support and guide team members during high-volume periods, ensuring smooth operation of the front desk.

• Provide ongoing support, coaching, and feedback to front desk team members as directed by the Front Office leadership.

• Upsell guest rooms, food & beverage outlets (if applicable), and promote seasonal hotel promotions to guests.

• Coordinate Concierge services and make reservations for dining, transportation, and entertainment. Maintain strong knowledge of hotel amenities, company standards, and local attractions.

• Collaborate with all hotel departments to maintain high guest satisfaction and efficient operations.

• Maintain a comprehensive understanding of hotel history, services, facilities, rates, and available packages.

• Thank guests with genuine appreciation upon departure and actively seek feedback: "Is there anything we could have done to make your stay more enjoyable?"

• Post charges to individual or group accounts accurately.

• Manage and reconcile cash and credit transactions, including handling third-party and advance-purchase reservations.

• Record and communicate important shift details and follow-through using the Front Desk log.

• Assist with scheduling, training, and onboarding of new team members as assigned.

• Participate in and lead special projects or initiatives as needed.

Requirements:

• Associate's Degree in Hospitality or related field preferred.

• Minimum of one (1) year experience in a front office role; supervisory or lead experience highly preferred.

• Strong leadership, communication, and interpersonal skills.

• Demonstrated ability to take initiative and support a team environment.

• Proficient in hotel PMS systems.

• Must be able to read, write, and communicate effectively in English.

• Must be able to stand for extended periods (up to 8 hours).

• Positive attitude, flexibility, and professionalism required.

• Must be available to work weekends (Fri-Sun); open availability preferred.

What to expect in your first few months:

You'll start by gaining a thorough understanding of the hotel, our amenities, and the front desk processes. From there, you'll step into your leadership role, assisting with training and supporting your team as they deliver memorable guest experiences. You'll serve as a role model of professionalism and service excellence while helping ensure smooth daily operations at the front desk.

The perks of working with us:

• People-first culture

• Travel discounts at hotel partners and franchises

• Medical, Vision, Dental Benefits for Full-Time Employees

• Paid time off:

• Up to 88 hrs/year (years 1-4)

• Up to 128 hrs/year (years 5-9)

• Up to 168 hrs/year (year 10 and beyond)

• Paid sick leave: 1 hour for every 30 hours worked, with up to 72 hours carried over

• 401(k) with company match

• 7 paid holidays per year

• Participation in our Wellness program

Compensation Range: $22.50-$23 per hour (DOE) plus 10% upsell incentive

How to apply:

Join our team! Submit your application online today!

Equal Opportunity Employer Statement:

Lodging Dynamics Hospitality Group LLC provides equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

We also participate in E-Verify, the federal program for electronic verification of employment eligibility.