Front Desk Lead — Guest Experience Leader

Hyatt Place - Downtown Greensboro; Fisher Park (NC); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

401K, 401K match

Paid time off

Paid Holidays

Employee Discount Program

Paid training & certifications

Job summary

The Carroll Companies in Greensboro, NC, is seeking a Front Desk Lead to oversee daily front desk operations and deliver exceptional guest service. This role acts as a point of contact for guest concerns, supports staff training, and helps maintain efficient hotel operations.

Key duties include supervising front desk staff, handling check-ins/outs, managing reservations, and ensuring compliance with brand standards.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• 2+ years of hotel front desk or hospitality experience.
• Previous supervisory or leadership experience preferred.
• Proficiency in hotel property management systems (PMS) and Microsoft Office.
• Strong customer service, communication, and problem-solving skills.
• Ability to work flexible schedules, including nights, weekends, and holidays.

Responsibilities

• Welcome guests and provide a positive first impression of the hotel.
• Manage guest check-ins and check-outs accurately and efficiently.
• Address guest inquiries, requests, complaints, and service recovery situations.
• Ensure high levels of guest satisfaction and service excellence.
• Supervise front desk staff during assigned shifts.
• Monitor reservation systems and room availability.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Handle cash, credit card transactions, and daily reconciliations.
• Prepare and review daily reports, occupancy information, and shift handovers.
• Assist with onboarding and training new front desk associates.
• Coach team members on customer service and operational procedures.
• Provide shift coverage when needed and assist with scheduling.
• Communicate operational updates and guest issues to management.
• Maintain accurate guest records and billing information.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met.
• Manage VIP arrivals, group check-ins, and special requests.
• Support audits and compliance requirements.

Skills

Leadership and team development

Guest relations and conflictResolution

Multitasking and organization

Attention to detail

Cash handling and reporting

Computer and reservation systemProfi

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

PMS

Microsoft Office

Job description

The Carroll Companies in Greensboro, NC, is seeking a Front Desk Lead to oversee daily front desk operations and deliver exceptional guest service. This role acts as a point of contact for guest concerns, supports staff training, and helps maintain efficient hotel operations.

Key duties include supervising front desk staff, handling check-ins/outs, managing reservations, and ensuring compliance with brand standards.