Front Desk & Guest Experience Lead

StepStone-Hospitality-Inc; Des Moines (IA); On-site; USD 38,000 - 52,000; Full time

Job summary

The Renaissance Des Moines Savery Downtown hotel is seeking a Front Desk Supervisor to lead the front desk team and ensure exceptional guest service. You will drive guest satisfaction, supervise hotel operations in collaboration with departments, and support revenue initiatives while maintaining brand standards.

Ideal candidates demonstrate strong communication, professional demeanor, and the ability to work under pressure, with a focus on team development and guest-focused problem solving.

Qualifications

• Proven ability to manage a front desk team with a guest-first approach.
• Capable of handling high-pressure situations with poise and professionalism.
• Strong communication and listening skills to resolve guest requests.
• Willingness to develop personally and professionally in a hospitality setting.
• Understanding of guest service standards and brand values.
• Ability to articulate information clearly to guests and colleagues.
• Collaborates effectively with all hotel departments to ensure service quality.
• Treats colleagues with respect and maintains professional appearance.

Responsibilities

• Maintain standards of quality guest service.
• Achieve revenues and expenses and maximize profitability related to guest services.
• Develop short- and long-term financial and operational plans for the guest service department that relate to the overall objectives.
• Supervise operations across departments as needed by the GM and hotel leadership.
• Resolve guest issues and ensure timely, courteous responses.
• Manage reservations to optimize occupancy and ADR through upselling by associates.
• Maintain procedures for credit control and financial security.
• Oversee guest security and asset protection measures.

Skills

Customer service

Communication

Leadership

Teamwork

Conflict resolution

Problem solving

Job description

The Renaissance Des Moines Savery Downtown hotel is seeking a Front Desk Supervisor to lead the front desk team and ensure exceptional guest service. You will drive guest satisfaction, supervise hotel operations in collaboration with departments, and support revenue initiatives while maintaining brand standards.

Ideal candidates demonstrate strong communication, professional demeanor, and the ability to work under pressure, with a focus on team development and guest-focused problem solving.