Front Desk Lead: Guest Experience & Operations

Crescent Hotels & Resorts; Newark (NJ); On-site; USD 38,000 - 60,000; Full time

Job summary

Crescent Hotels & Resorts is seeking a Front Desk Supervisor to oversee daily front desk operations in Newark, NJ. You will guide the front desk team to maximize guest satisfaction, handle guest requests, and support revenue-generating activities.

The role requires strong leadership, excellent communication, and a calm, service-oriented approach during busy periods. You will recruit, train, and evaluate staff while ensuring professional standards and teamwork.

Qualifications

• Minimum of 3 years leadership experience, preferably in Front Desk hospitality.
• Excellent communication and guest-service skills.
• Strong problem-solving and numeric skills for revenue-related tasks.

Responsibilities

• Interview, hire, train staff; evaluate performance; resolve problems; communicate openly; recommend discipline or termination when appropriate.
• Respond to guests' requests and accommodate groups to ensure guest satisfaction and repeat business.
• Implement programs and supervise Front Desk to comply with SOPs/LSOPs, maximize revenues, and motivate associates.
• Supervise Guest Service Agents.
• Remain calm during emergencies; resolve customer complaints by researching the situation and choosing effective solutions.
• Maintain attendance and be regularly available.
• Perform other job-related duties as assigned.

Skills

Leadership

Customer Service

Communication

Front Desk Operations

Job description

Crescent Hotels & Resorts is seeking a Front Desk Supervisor to oversee daily front desk operations in Newark, NJ. You will guide the front desk team to maximize guest satisfaction, handle guest requests, and support revenue-generating activities.

The role requires strong leadership, excellent communication, and a calm, service-oriented approach during busy periods. You will recruit, train, and evaluate staff while ensuring professional standards and teamwork.