Front Desk Lead: Guest Experience & Operations

Holiday Inn across from Universal; Orlando (FL); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

Competitive Salary

Performance Bonuses

Health Benefits

401(k) plan with company match

PTO and holidays

Professional Development

Employee Discounts

Flexible Work Environment

Job summary

Holiday Inn across from Universal in Orlando seeks a Front Desk Supervisor to lead a shift, coach agents, and ensure smooth lobby flow. You’ll handle VIP requests, document service recovery, and protect billing integrity, while coordinating with Housekeeping and Engineering for room readiness.

The role emphasizes on-site leadership, staff development, and accurate reporting using PMS/POS and payment terminals. Flexible, customer-focused professionals are encouraged to apply.

Qualifications

• 1–3+ years front desk/guest services experience with lead/supervisor preference.
• Strong communication, conflict resolution, and customer service skills.
• Flexible scheduling including nights, weekends, and holidays.

Responsibilities

• Lead shift: open/close desk, assign tasks, monitor coverage.
• Manage guest experience, resolve escalations with urgency and empathy.
• Ensure billing accuracy, payments, deposits, and credit controls; balance at shift end.

Skills

Customer service

Conflict resolution

Communication

Leadership

calm under pressure

Education

Hospitality coursework/degree

Tools

PMS

POS

GXP

Payment terminals

Microsoft 365/Google Workspace

Job description

Holiday Inn across from Universal in Orlando seeks a Front Desk Supervisor to lead a shift, coach agents, and ensure smooth lobby flow. You’ll handle VIP requests, document service recovery, and protect billing integrity, while coordinating with Housekeeping and Engineering for room readiness.

The role emphasizes on-site leadership, staff development, and accurate reporting using PMS/POS and payment terminals. Flexible, customer-focused professionals are encouraged to apply.