Front Desk Lead – Guest Experience & Training

Coury Hospitality; Carmel (IN); On-site; USD 36,000 - 54,000; Full time

Job summary

Coury Hospitality is seeking a Front Desk Supervisor in Carmel, IN. This non-exempt role supports the Front Desk Manager, oversees daily front desk operations, and performs front desk agent duties including check-in/check-out and guest communications.

The ideal candidate will train, coach, and onboard front desk staff, handle guest concerns, and ensure service standards align with Coury Hospitality’s culture of service excellence and authentic hospitality.

Qualifications

• Prior front desk experience in a luxury or boutique hotel, supervisory experience preferred.
• Strong communication and interpersonal skills.
• Ability to lead by example while remaining hands-on in daily operations.
• Strong problem-solving and attention to detail.
• Flexibility to work weekends, holidays, and varying shifts.

Responsibilities

• Supervise front desk operations during assigned shifts to ensure smooth guest service.
• Perform front desk agent duties including check-in/check-out and guest communication.
• Assist with training, coaching, and onboarding of front desk team members.
• Serve as the first point of contact for guest concerns and assist with service recovery.
• Support scheduling coverage, shift assignments, and break coordination.
• Ensure adherence to front desk procedures, cash-handling policies, and service standards.
• Coordinate delivery of guest amenities, welcome gifts, and special requests.
• Monitor amenity delivery and address delays or issues.
• Oversee lobby and front desk presentation for a polished environment.
• Assist with daily reports, audits, and operational checklists.
• Communicate with housekeeping, bell services, and maintenance to support guest needs.
• Provide guidance to front desk agents while maintaining non-exempt responsibilities.
• Follow all hotel security, privacy, safety, and emergency procedures.

Skills

Front desk supervision

Strong communication

Interpersonal skills

Problem-solving

Multitasking

Property management system

Team leadership

Flexible scheduling

Tools

Property management system (PMS)

Job description

Coury Hospitality is seeking a Front Desk Supervisor in Carmel, IN. This non-exempt role supports the Front Desk Manager, oversees daily front desk operations, and performs front desk agent duties including check-in/check-out and guest communications.

The ideal candidate will train, coach, and onboard front desk staff, handle guest concerns, and ensure service standards align with Coury Hospitality’s culture of service excellence and authentic hospitality.