Front Desk Lead: Elevate Guest Experience

Theballantyne; Charlotte (NC); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Hotel Discounts

Paid Time Off

Employee Assistance program

Job summary

The Ballantyne in Charlotte, NC, is seeking a Front Desk Supervisor to lead the front desk team and deliver exceptional guest experiences.

You will manage scheduling, training, and performance, while greeting guests, handling check-ins/outs, and coordinating with housekeeping and maintenance to ensure smooth operations.

This role requires strong leadership, excellent communication, and proficiency with hotel PMS and reservation systems to maintain high standards.

Qualifications

• Proven experience as a Front Desk Supervisor or similar role in a hotel or hospitality setting.
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Proficiency in hotel property management systems (PMS).
• Knowledge of reservation systems and booking procedures.
• Ability to work flexible shifts, including weekends and holidays.

Responsibilities

• Oversee the daily operations of the front desk team, including scheduling, training, and performance management.
• Motivate and inspire the team to achieve high standards of excellence.
• Resolve team conflicts and address performance issues promptly and professionally.
• Greet guests warmly and professionally, creating a positive first impression.
• Efficiently handle check-ins and check-outs, ensuring accuracy and timely processing.
• Address guest inquiries and concerns promptly and effectively, resolving issues to satisfaction.
• Coordinate with other departments (housekeeping, maintenance, etc.) to ensure seamless operations.
• Manage cash handling and POS systems, adhering to financial guidelines.
• Identify and resolve guest complaints and issues in a timely and professional manner.
• Implement solutions to improve operational efficiency and guest satisfaction.

Skills

Team leadership

Communication

Problem solving

PMS proficiency

Reservation systems

Flexible shifts

Tools

PMS system

Reservation systems

Job description

The Ballantyne in Charlotte, NC, is seeking a Front Desk Supervisor to lead the front desk team and deliver exceptional guest experiences.

You will manage scheduling, training, and performance, while greeting guests, handling check-ins/outs, and coordinating with housekeeping and maintenance to ensure smooth operations.

This role requires strong leadership, excellent communication, and proficiency with hotel PMS and reservation systems to maintain high standards.