Lead Front Desk Agent

Starting Pay: $21

The Lead Front Desk Clerk is responsible for overseeing daily front desk operations while delivering friendly, accurate, and efficient service to guests. This role supports reservation activity, ensures accurate room inventory management, and provides guidance to Front Desk Clerks to maintain high service standards. The Lead Front Desk Clerk contributes to a seamless and welcoming guest experience through strong communication, attention to detail, and operational leadership.

• Lead and support daily front desk operations, ensuring exceptional guest service and efficient workflow.
• Process and oversee incoming and outgoing hotel reservations with accuracy and timeliness.
• Maintain accurate and up‑to‑date records of room occupancy, availability, and guest information.
• Issue player’s cards, comps, and event tickets in accordance with company procedures and internal controls.
• Provide guidance, training, and support to Front Desk Clerks to ensure adherence to service standards and procedures.
• Serve as a point of contact for guest concerns, resolving issues promptly and professionally.
• Operate office equipment and multi‑line phone systems to support daily operations.
• Monitor front desk activity to ensure accuracy, efficiency, and compliance with company policies.
• Maintain a clean, organized, and guest‑ready front desk environment at all times.
• Perform duties effectively under pressure in a fast‑paced, high‑guest‑contact environment.
• Support other front desk and hotel operations as needed, including coordination with housekeeping and other departments.
• Communicate operational updates, guest concerns, and performance feedback to management.
• Perform additional duties or special assignments as required.

• Strong leadership and guest service skills with the ability to support and guide team members.
• Excellent verbal and written communication skills.
• Ability to operate office equipment and multi‑line telephone systems.
• Ability to work efficiently under pressure in a busy, interruptive environment.
• Strong attention to detail and accuracy in completing tasks. Ability to maintain professionalism, composure, and a positive attitude in all guest interactions.
• Problem-solving skills with the ability to resolve guest concerns effectively.

ADDITIONAL REQUIREMENTS

• High school diploma or GED required
• Hospitality or related experience preferred.
• Prior front desk or customer service experience required
• Lead or supervisory experience preferred.
• Ability to stand for extended periods and perform frequent bending, pushing, pulling, and walking.
• Ability to lift and move items as required for front desk operations.
• Ability to work in environments with smoke, bright lights, noise, and variable temperatures.
• Must be able to work flexible hours, including evenings, weekends, and holidays.
• Compliance with all company policies, safety procedures, and regulatory requirements.