Front Desk Lead - AmishView Inn & Suites

Front Desk Lead - Amish View Inn & Suites (Administrative)

The Front Desk Lead directly supports the Front Office Manager in leading, training and coaching the front desk team members. The Front Desk Lead works to ensure the highest quality standards in guest relations are met at all touch points. Assists in and is responsible for first and lasting guest impressions to offer resolution on guest matters in the absence of the Front Office Manager.

Shares responsibility for clear communication with guests and coordination with all departmental operations of the hotel in accordance with the policies to provide superior service. Schedule flexibility is required for this position in addition to night audit coverage as needed.

• Support and help maintain high standards of guest service across departments.
• Resolve all guest requests, concerns, complaints, and suggestions quickly, efficiently and courteously in a continuous effort to provide exceptional guest service.
• Encourage and demonstrate positive morale characteristics for all staff following the Company Mission Statement and Core Tenets.
• Demonstrate working relationships and communication skills conducive to a professional and friendly work environment with all departments.
• Flexible schedule to assist with covering different shifts as needed, including night audit.
• In coordination with Front Office Manager, maintain training, coaching and hold team accountable for hotel policies and standards.
• Greet and interact with guests while presenting a welcoming smile and friendly disposition at all times.
• Perform all guests check‑in and check‑out procedures, make reservation cancellations via phone, email or in person.
• Proficiency in using hotel property management system and third‑party booking sites.
• Accurately describe guest rooms and impart important hotel information to guests.
• Actively anticipate and address guests’ needs. Alert appropriate departments about any special requests.
• Provide input on guest comments to drive improvements and increase guest satisfaction.
• Provide information to guests on restaurants and local attractions.
• Deliver towels, blankets, pillows, etc. to guest rooms and make up an occasional sofa bed.
• Develop and maintain a positive relationship with all hotel co‑workers, Department Heads, TES Inc. co‑workers, and outside vendors.

• Display a positive, professional appearance and friendly demeanor at all times.
• Availability to work a flexible schedule that includes evenings, weekends, and/or holidays and night audit shifts.
• Excellent people skills with the ability to interact with guests, all levels of management and employees and ability to smile over the phone.
• Strong communication skills. Will need to relay many critical requests and information across different departments on a daily basis.
• Ability to capture details and remain organized in busy environments.
• Ability to problem‑solve, prioritize and think on one’s feet.
• Enjoy being part of a team leading by example to front desk team members.
• Enjoy taking initiative and being proactive to ensure front desk team is completing all tasks.
• Deliver a high quality of work to ensure we are providing top‑notch service.
• Comfortable using computers.
• Highly dependable with a history of consistent attendance and punctuality.