Front Desk Lead - Guest Experience Champion

St. James Hotel; Red Wing (MN); Hybrid; USD 21,000 - 28,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Health savings account

Flexible spending accounts

Life insurance

Disability insurance

Paid time off

Holidays

401(k) match

Employee discounts

Well-being benefits

Job summary

The St. James Hotel is seeking a Front Desk Supervisor who is passionate about hospitality and committed to creating exceptional guest experiences.

This hands-on leadership role oversees front desk operations, supports team members, and ensures every guest receives personalized, attentive service from arrival to departure. The Front Desk Supervisor leads daily front desk operations while serving as a key point of contact for guests and team members, combining outstanding customer service with

Qualifications

• One-year certificate from a college or technical school and two years of related experience and/or training.
• Minimum of 1-2 years of hotel front desk, hospitality, or guest service experience.
• Strong verbal, written, and interpersonal communication skills.
• Proficiency with Microsoft Office Suite and general computer applications.
• Ability to read and interpret safety rules, operating procedures, and manuals.
• Basic mathematical skills, including addition, subtraction, multiplication, and division.
• Ability to work a flexible schedule, including evenings, weekends, holidays, and special events.

Responsibilities

• Deliver exceptional hospitality by creating welcoming, personalized, and memorable guest experiences.
• Oversee guest check-in, check-out, and reservation processes while ensuring a seamless arrival and departure experience.
• Promote hotel amenities, dining options, packages, and local attractions to enhance guest satisfaction and drive revenue opportunities.
• Respond promptly to guest inquiries, requests, and concerns, ensuring timely resolution and service recovery when needed.
• Anticipate guest needs and proactively identify opportunities to exceed expectations.
• Supervise daily front desk operations, including overnight audit functions and adherence to operational standards.
• Lead, coach, train, and provide ongoing performance feedback to front desk team members.
• Foster a culture of hospitality, teamwork, accountability, and continuous improvement.
• Assist with scheduling, staffing, and payroll activities to support efficient operations and adequate coverage.
• Monitor compliance with service standards, cash-handling procedures, safety protocols, and security requirements.
• Collaborate with hotel departments to ensure seamless communication and an exceptional guest experience.
• Serve as a positive ambassador for the St. James Hotel by upholding company values, supporting professional development initiatives, and maintaining knowledge of hotel systems and procedures.

Skills

Strong communication

Hospitality

Team leadership

Microsoft Office

Education

One-year certificate

Two years experience

Tools

PMS

Front desk systems

Job description

The St. James Hotel is seeking a Front Desk Supervisor who is passionate about hospitality and committed to creating exceptional guest experiences.

This hands-on leadership role oversees front desk operations, supports team members, and ensures every guest receives personalized, attentive service from arrival to departure. The Front Desk Supervisor leads daily front desk operations while serving as a key point of contact for guests and team members, combining outstanding customer service with