Front Desk Lead

Daly Seven Hotels; Wake Forest (NC); On-site; USD 34,000 - 42,000; Full time

Job summary

Hampton Inn, Wake Forest is seeking a Front Desk Lead to oversee daily operations, supervise front desk staff, and resolve guest issues with a professional approach. This role requires flexibility to cover mornings, nights, weekends and holidays, and involves training, staff meetings, and participation in goal setting for guest rewards programs.

The ideal candidate will have hotel leadership experience, excellent communication skills, and the ability to handle deposits, reservations, and safety

Qualifications

• Prior hotel and leadership experience.
• Excellent written and oral communication skills.
• Ability to stand for extended periods, lift up to 30 pounds, bend, stoop, and navigate stairs.
• Schedule includes mornings, nights, weekends and holidays.

Responsibilities

• Directly supervise, lead, and train front desk agents and night auditors in daily operations.
• Conduct staff meetings and relay enrollment goals for guest rewards programs.
• Monitor staff performance, participate in interviews and hires; escalate issues as needed.
• Handle complex guest issues in the manager's absence and maintain high service standards.
• Promote group bookings, manage reservations, and oversight of deposits in the manager's absence.
• Assist with Daly Seven paperwork and reporting, including logs and safety procedures.
• Provide coverage across shifts and ensure safety and brand standards are followed.

Skills

Front desk leadership

Guest services

Staff training

Shift supervision

Job description

We are seeking a Front Desk Lead at the Hampton Inn, Wake Forest. The Front Desk Lead is a key leadership pillar responsible for overseeing daily front desk operations to ensure a seamless and efficient experience for all guests. You serve as the direct link between guest services and management, supervising front desk agents, resolving complex guest issues, and maintaining high standards of service and professionalism. Given the 24/7 nature of our business, you demonstrate a deep commitment to our people and property by being a flexible, reliable leader who is available across shifts and on call to support the team.Lead & InspireDirectly supervise, lead, and train front desk agents and night auditors in daily front desk operations.Foster a positive, collaborative work environment that promotes genuine teamwork.Conduct staff meetings, brand training, and relay enrollment goals for guest rewards programs.Monitor staff performance, participate in candidate interviews, and recommend hires or disciplinary actions to the General Manager.Serve as the primary point of contact for complex guest issues and handle complaints in the manager's absence.Drive Results & RevenueManage group bookings and establish and maintain guest reservations.Complete advance purchases, review weekly money, and execute bank deposits in the manager's absence.Actively promote team participation in the Daly Detective Lead Program and reward enrollment initiatives.Assist with essential Daly Seven paperwork and reporting, including safe counts, shift counts, and key logs.Support the General Manager and Assistant General Manager with administrative duties and basic management tasks in their absence.Ensure Safety & StandardsWork flexible shifts, including first, second, and third (night audit) shifts, and serve as immediate coverage for employee call-outs.Remain available by phone for emergency situations when off property.Inspect 25% of guest rooms monthly as authorized for General Manager quality review.Monitor onsite safety measures, participate in safety meetings, and ensure emergency procedures are followed.Maintain complete compliance with Daly Seven, Inc. policies, franchise brand standards, and required training programs.QualificationsPrior hotel and leadership experience.Minimum 1 year of experience with the brand.Excellent written and oral communication skills.Ability to stand for extended periods, lift up to 30 pounds, bend, stoop, and regularly navigate stairs.ScheduleAbility to work a schedule that includes mornings, nights, weekends, and holidays.