Front Desk Lead: Guest Experience & Training

Lodging Dynamics; Seattle (WA); On-site; USD 48,000 - 60,000; Full time

Job summary

The Charter Hotel in Seattle, WA is seeking a Front Desk Lead to oversee daily front desk operations from check-in to check-out. You will coach front desk agents, handle escalated guest concerns, and ensure consistent service standards across shifts.

Responsibilities include guest registration, upselling rooms and hotel amenities, coordinating concierge services, training new staff, and maintaining accurate cash and records.

Qualifications

• High school diploma or equivalent.
• At least 1 year of related front desk experience.

Responsibilities

• Serve as point of contact for escalated guest concerns and resolve issues promptly.
• Welcome and register guests, verify identifications, and process payments per hotel policy.
• Lead by example to maintain high service standards across shifts.
• Support team during high-volume periods and mentor new staff.
• Upsell rooms and hotel amenities; promote seasonal promotions to guests.
• Coordinate concierge services and make dining/transport reservations.
• Maintain knowledge of hotel amenities, policies, and local attractions.

Skills

Customer service

Communication

Team leadership

Problem solving

Time management

Attention to detail

English proficiency

Education

High school diploma

Tools

Google Docs

Google Sheets

Google Slides

Gmail/Outlook

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

The Charter Hotel in Seattle, WA is seeking a Front Desk Lead to oversee daily front desk operations from check-in to check-out. You will coach front desk agents, handle escalated guest concerns, and ensure consistent service standards across shifts.

Responsibilities include guest registration, upselling rooms and hotel amenities, coordinating concierge services, training new staff, and maintaining accurate cash and records.