Lead Guest Services Agent

Lead Guest Services Agent

Compass Group USA

Salary
: $55,000–$56,000 per year

The Lead Guest Services Agent (GSA) provides direction, supervision, and training to Guest Services Agents. Working closely with Conference Coordinators and Conference Aide’s, the Lead GSA reports directly to the Senior Conference Center Manager. Responsibilities include ensuring a warm, welcoming, and professional atmosphere for clients, executives, and staff, creating weekly schedules, managing time‑off requests, and supporting coverage as needed.

• Day‑to‑day leadership and guidance of the GSA team to maximize support to the conference center.
• Collaborate with the Senior Conference Center Manager to build the weekly GSA schedule, balancing budgeted labor hours with business demands.
• Escalate concerns about Reception Desk coverage to management.
• Provide timely feedback to team members to support their development.
• Ensure the team meets platinum service standards and key performance indicators.
• Manage uniform inventory.
• Plan team outings and volunteer events.
• Respond promptly to escalations.
• Direct daily operations for GSA’s, including special projects。
• Suggest SOP improvements for efficiency.
• Train new GSA’s and maintain training schedules.
• Ensure completion of required trainings.
• Maintain organization and cleanliness of reception areas.
• Assist with coverage in other areas as needed.
• Generate coverage schedules during PTO, call‑outs, or training.
• Enter and update all schedules in MYSTAFF.
• Provide input to the Senior Conference Services Manager for performance reviews.
• Conduct quarterly and yearly performance appraisals for all team members.
• Coach and counsel direct reports in Reception Services.

• Greet visitors with a smile, maintain eye contact, and address guests by name whenever possible.
• Answer phones professionally, taking accurate messages and handling or forwarding inquiries.
• Implement security policies for visitors, contractors, and delivery personnel.
• Maintain the visitor processing system and register all guest activity.
• Serve as a Hospitality Services resource for guests, visitors, and employees for way‑finding, amenities, and information.
• Communicate requests to support departments (maintenance, IT, audiovisual, mail room).
• Understand emergency procedures and lead in case of fire or other emergencies.
• Adhere to the Hospitality signature look.
• Maintain a neat appearance of the reception area, including newspapers and coffee service.
• Troubleshoot a variety of guest and team member requests.
• Build transparency about company culture and key activities.
• Assist with coverage due to call‑outs, PTO, or early departures.
• Prepare and submit daily reports.
• Participate in daily, weekly, and monthly meetings.

• Greet, direct, and escort clients to meeting rooms.
• Inspect room appearance and coordinate with Facilities Management.
• Collaborate with Confederations (Coordinators, Catering, Audio/Visual) for event execution.
• Manage on‑floor conference activities and communicate status changes.
• Assist with room readiness inspections for event materials.
• Oversee sign‑in sheets from client to GSA.
• Maintain all conference center training and meeting materials.
• Book events into EMS and handle confirmations and internal correspondence.
• Coordinate ad‑hoc events to support the Conference Coordinator team.

• Commitment to delivering the Platinum Service® Standard.
• Ability to work under pressure and prioritize tasks.
• Excellent listening and oral communication skills.
• Basic computer skills and office technology knowledge.
• Punctual, dependable, and dedicated to operational excellence.
• Willingness to adapt schedule based on business needs.
• Discreet, ethical, and committed to confidentiality.
• Professional, ownership‑oriented mindset.
• Kind leadership and readiness to have difficult conversations.

• Medical
• Dental
• Vision
• Life Insurance / AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Fle…