Front Desk Lead: Guest Experience & Team Growth

Excel Hotel Group; Escondido (CA); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Free uniforms

Health insurance

Paid time off

401(k)

Dental insurance

Employee discounts

Medical benefits

Travel discounts

Career growth

Job summary

Excel Hotel Group in Escondido, CA is seeking a Front Desk Lead to ensure efficient operation of the Front Desk department. You will guide and direct staff to meet goals and deliver guest satisfaction through training and performance management.

You will welcome guests, coordinate and delegate work, coach team members, train new hires on standards, and resolve guest concerns promptly, while maintaining strong interdepartmental communications.

Qualifications

• 1-2 years customer service experience.
• Ability to stand for 8 hours
• Basic knowledge of computers and software including ability to use e-mail, word processing, spreadsheet software and hotel management system.

Responsibilities

• Welcomes guests in a friendly, prompt and professional manner.
• Schedules, coordinates, directs and delegates work to Front Desk department associates.
• Manages the performance of Front Desk agents, coaching and counseling as deemed to be appropriate and conducts annual performance reviews.
• Trains new employees on compliance with company, hotel, and brand standards.
• Makes recommendations for disciplinary action of employees as appropriate.
• Maintains good working relationships and communications with all departments.
• Verifies accurate room status information is maintained and properly communicated according to the procedures established.
• Resolves guest complaints quickly, efficiently and courteously.
• Updates, maintains, monitors and prepares group information and requirements, including relaying the appropriate information to relevant departments.

Skills

Customer service

Standing for 8 hours

Tools

Hotel management system

Email

Word processing

Spreadsheet software

Job description

Excel Hotel Group in Escondido, CA is seeking a Front Desk Lead to ensure efficient operation of the Front Desk department. You will guide and direct staff to meet goals and deliver guest satisfaction through training and performance management.

You will welcome guests, coordinate and delegate work, coach team members, train new hires on standards, and resolve guest concerns promptly, while maintaining strong interdepartmental communications.