Front Desk Lead & Guest Experience Champion

Crescent Hotels & Resorts; Charlotte (NC); On-site; USD 32,000 - 46,000; Full time

Job summary

Crescent Hotels & Resorts in Charlotte, NC, is seeking a Front Desk Supervisor who will lead a guest services team to deliver warm welcomes and smooth check-in experiences.

You will coach staff, handle guest requests, interact with other departments, and uphold brand standards while maintaining professionalism and accuracy.

If you thrive in fast-paced hospitality and enjoy solving problems, apply to help create memorable stays.

Qualifications

• A natural leader who coaches, supports, and develops others.
• Guest-obsessed and passionate about hospitality.
• Calm under pressure in busy periods.
• Confident problem-solver who makes sound decisions.
• Excellent communicator with clear direction and relationship-building.
• Diplomatic and patient in difficult conversations.
• Detail-oriented with guest accounts and hotel systems.
• Team player who helps wherever needed.
• Adaptable and dependable with willingness to learn.
• Professional and positive in guest interactions.

Responsibilities

• Provide day-to-day guidance, leadership, and support to Guest Service Associates.
• Assign and communicate work responsibilities clearly while observing performance and encouraging team members to grow.
• Set the tone for exceptional hospitality by modeling professionalism, positivity, and outstanding guest service.
• Welcome guests warmly and sincerely while listening carefully to their needs and requests.
• Ensure an efficient and accurate check-in and check-out experience.
• Assist guests with room selection, room rates, keys, hotel information, outlet hours, and local attractions.
• Promote hotel and brand marketing programs when appropriate.
• Handle guest accounts, payments, credit card authorizations, cash transactions, and house banks accurately.
• Process guest charges and maintain accurate records using hotel computer systems.
• Answer phones professionally and ensure guest messages, mail, packages, and other communications are handled appropriately.
• Step up during busy periods and emergencies, remaining calm, focused, and professional.
• Investigate guest concerns and complaints, identify the best solution, and take appropriate action.
• Use sound judgment and experience to resolve unusual or challenging situations.
• When necessary, authorize appropriate revenue allowances after other solutions have been explored.
• Communicate important information and direction to the Front Office team both verbally and in writing.
• Work closely with other departments to maintain strong internal relationships and deliver a seamless guest experience.
• Support the team wherever needed and perform other job-related responsibilities as assigned.

Skills

Natural leader

Guest-obsessed

Calm under pressure

Confident problem-solver

Excellent communicator

Diplomatic and patient

Detail-oriented

Team player

Adaptable and dependable

Professional and positive

Job description

Crescent Hotels & Resorts in Charlotte, NC, is seeking a Front Desk Supervisor who will lead a guest services team to deliver warm welcomes and smooth check-in experiences.

You will coach staff, handle guest requests, interact with other departments, and uphold brand standards while maintaining professionalism and accuracy.

If you thrive in fast-paced hospitality and enjoy solving problems, apply to help create memorable stays.