Front Desk Lead: Guest Experience & Service

Ivy Hospitality; Kentucky; On-site; USD 36,000 - 48,000; Full time

Job summary

Ivy Hospitality in Kentucky seeks a Front Desk Supervisor to lead guest services and ensure smooth check-ins and check-outs. You will greet guests, verify reservations, process payments, enroll guests in the loyalty program, and provide accurate information about local area and hotel services.

You will oversee the front desk team during shifts, handle guest requests, respond to complaints, coordinate transportation, and promote hotel amenities.

Qualifications

• Education: High School diploma or equivalent.
• Experience: Must have at least 1 year of prior hotel experience.
• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays.

Responsibilities

• Greet and welcome guests, ensuring a warm first impression.
• Register guests and verify reservations, addresses, and payment details.
• Promote and enroll guests in the hotel loyalty program.
• Process payments during check-in/check-out and manage daily receipts.
• Assist with service requests and issue keys.
• Respond to guest complaints with solutions and escalation as needed.
• Answer calls and handle reservations efficiently.
• Coordinate hotel shuttle or transportation services.
• Assist guests with luggage.
• Provide information about local area, services, and amenities.
• Manage guest requests for laundry, wake-up calls, etc.
• Prepare for VIP guests.
• Follow SOPs and assist AGM/GM.
• Maintain neat appearance and support team environment.

Skills

Verbal & written communication

Basic computer skills

Knowledge of hotel/services/area

Stand for long hours

Lift up to 15 lbs

Flexible schedules nights weekends & 1

Education

High School diploma or equivalent

Job description

Ivy Hospitality in Kentucky seeks a Front Desk Supervisor to lead guest services and ensure smooth check-ins and check-outs. You will greet guests, verify reservations, process payments, enroll guests in the loyalty program, and provide accurate information about local area and hotel services.

You will oversee the front desk team during shifts, handle guest requests, respond to complaints, coordinate transportation, and promote hotel amenities.