Position Summary
The Lead Front Desk is responsible for overseeing the daily operations of the Front Desk while delivering exceptional guest service and supporting the General Manager with administrative and operational tasks. This position acts as a leader and role model for the Front Desk team, ensuring company standards, guest satisfaction, and hotel policies are consistently maintained.
The successful candidate will be scheduled to work every weekend (Friday, Saturday, and Sunday) and will assist with special projects, training initiatives, and operational assignments as directed by the General Manager.
Reports To
General Manager
Key Responsibilities Guest Service & Front Desk Operations
- Provide exceptional guest service and create a welcoming environment for all guests.
- Manage guest check-ins, check-outs, reservations, and inquiries efficiently and accurately.
- Resolve guest concerns and service recovery situations professionally.
- Monitor guest satisfaction and proactively address opportunities for improvement.
- Ensure compliance with hotel brand standards and operating procedures.
Team Leadership
- Serve as the lead person on shift and provide guidance to Front Desk Agents.
- Assist with onboarding and training new team members.
- Support coaching and performance improvement initiatives.
- Promote teamwork and maintain a positive work environment.
- Ensure all Front Desk staff adhere to hotel policies, procedures, and service standards.
Administrative & Operational Support
- Assist the General Manager with special assignments and operational projects.
- Support the preparation of reports, schedules, audits, and departmental documentation.
- Monitor room inventory, room status, and rate integrity.
- Assist with group arrivals, VIP arrivals, and special guest requests.
- Participate in hotel inspections and quality assurance initiatives.
- Assist with maintaining accurate guest and financial records.
Revenue & Financial Responsibilities
- Follow all cash handling and deposit procedures.
- Monitor billing accuracy and ensure proper payment collection.
- Assist with reducing guest disputes and chargebacks through accurate documentation.
- Support revenue management initiatives as directed by management.
Communication & Collaboration
- Maintain effective communication with Housekeeping, Maintenance, Sales, and Management teams.
- Participate in staff meetings and training sessions.
- Assist with implementing new procedures and operational improvements.
Qualifications
- Minimum 2 years of Front Desk or hotel guest service experience preferred.
- Previous supervisory or leadership experience considered an asset.
- Strong knowledge of hotel operations and guest service standards.
- Excellent communication and problem-solving skills.
- Strong organizational and multitasking abilities.
- Proficient with hotel property management systems and Microsoft Office.
- Ability to work independently and make sound decisions.
- Reliable, professional, and customer-focused.
Schedule Requirements
- Must be available to work every Friday, Saturday, and Sunday.
- Must be flexible to work mornings, evenings, holidays, and additional shifts as required.
- Availability to assist with special events, projects, and operational needs of the hotel.
Physical Requirements
- Ability to stand for extended periods.
- Ability to lift up to 25 lbs occasionally.
- Ability to move throughout the hotel as operational needs require.
What We Offer
- Competitive compensation.
- Opportunities for professional growth and development.
- Supportive team environment.
- The opportunity to play a key leadership role in delivering exceptional guest experiences at Quality Inn & Suites Downtown Windsor.
Quality Inn & Suites Downtown Windsor is committed to providing outstanding hospitality through clean accommodations, genuine service, and a positive guest experience.
Pay: $19.20-$20.20 per hour
Benefits:
Work Location: In person
