Front Desk Leader — Guest Experience & Team Coach

Excel-Hotel-Group; Escondido (CA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, life

PTO and 401(k) with company match

Travel discount program

Internal growth opportunities

Job summary

Excel Hotel Group is seeking a Front Desk Leader in Escondido, CA. The role ensures efficient operation of the Front Desk department, guiding staff to meet goals and elevate guest satisfaction through training and performance management.

The position emphasizes welcoming guests, coordinating tasks, coaching agents, and maintaining communication with all departments to deliver a smooth guest experience.

Qualifications

• 1-2 years customer service experience.
• Ability to stand for 8 hours.
• Basic knowledge of computers and software including 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 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.
• 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

Team leadership

Computer skills

Tools

Hotel management system

Microsoft Office

Email client

Job description

Excel Hotel Group is seeking a Front Desk Leader in Escondido, CA. The role ensures efficient operation of the Front Desk department, guiding staff to meet goals and elevate guest satisfaction through training and performance management.

The position emphasizes welcoming guests, coordinating tasks, coaching agents, and maintaining communication with all departments to deliver a smooth guest experience.