Front Desk Lead: Guest Experience & Team Coach

Aparium Hotel Group; Des Moines (IA); On-site; USD 42,000 - 52,000; Full time

Job summary

Surety Hotel in downtown Des Moines, part of Aparium Hotel Group, is seeking a Front Desk Supervisor to partner with the Guest Services Manager and lead the hotel’s front desk operations from arrival to departure. This role is highly visible and hands-on, serving as a mentor and resource for the guest services team.

You will mentor the team, uphold Marriott standards, and balance guest satisfaction with operational efficiency in a fast-paced environment where no two days are the same.

Qualifications

• Experience at a hotel front desk is required.
• Supervisory experience preferred.
• Marriott experience preferred.
• Strong communication, leadership, and guest recovery skills.
• Able to work evenings, weekends and holidays.

Responsibilities

• Lead daily front desk operations and support the guest services team.
• Coach, motivate, and provide feedback to associates while helping maintain a positive and engaged team culture.
• Resolve guest concerns with professionalism, sound judgment, and a service-first mindset.
• Ensure accurate reservations, check-ins, check-outs, billing, and guest communications across all channels.
• Partner with Housekeeping, Engineering, Food & Beverage, and Sales teams to ensure seamless guest experiences.
• Maintain knowledge of hotel services, local recommendations, Marriott standards, and operational procedures.
• Assist with scheduling, training, and daily administrative responsibilities as assigned.
• Serve as the manager on duty when needed and support overall hotel operations with flexibility and professionalism.

Skills

Front desk experience

Supervisory experience

Marriott experience

Communication skills

Leadership

Guest recovery

Flex shifts

Hospitality passion

Job description

Surety Hotel in downtown Des Moines, part of Aparium Hotel Group, is seeking a Front Desk Supervisor to partner with the Guest Services Manager and lead the hotel’s front desk operations from arrival to departure. This role is highly visible and hands-on, serving as a mentor and resource for the guest services team.

You will mentor the team, uphold Marriott standards, and balance guest satisfaction with operational efficiency in a fast-paced environment where no two days are the same.