Front Desk Shift Lead — Guest Experience

Performance Hospitality; Orlando (FL); On-site; USD 22,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Health benefits

401(k) company match

Paid time off

Job summary

Performance Hospitality Management (PHM) is seeking a Front Desk Supervisor for the Courtyard by Marriott in Orlando. You will lead the desk shift, coach agents, manage lobby flow, and safeguard billing and cash controls to ensure a seamless arrival-to-departure experience.

You’ll coordinate with Housekeeping and Engineering, handle VIP requests, and oversee service recovery with urgency and empathy while maintaining PCI and privacy policies. Flexible scheduling is required.

Qualifications

• 1–3+ years front desk/guest services experience; lead/supervisor preferred.
• Strong customer service, conflict resolution, and communication skills.
• Proficient with PMS, POS, and payment terminals; cash handling experience.
• Flexible availability including nights/weekends/holidays/overnights as needed.
• Bilingual is a plus; hospitality coursework/degree preferred.

Responsibilities

• Lead shift: open/close desk, assign boards, manage coverage and breaks.
• Handle guest requests, VIPs, and service recovery with urgency and empathy.
• Ensure rate integrity, handle deposits/refunds, and balance end-of-shift reports.
• Coordinate with Housekeeping/Engineering on room readiness and turnovers.
• Onboard new hires and deliver real-time coaching on service and SOPs.
• Operate PMS/POS/payment terminals; generate arrivals/no-shows/variance reports.
• Maintain professional communications via phones and emails; manage logs.
• Uphold PCI, ADA, privacy, and safety policies; secure key control.
• Support Reservations/Concierge and events as needed.

Skills

Front desk

Guest services

Customer service

Conflict resolution

Communication

Bilingual (plus)

Education

Hospitality coursework/degree preferred

Tools

FOSSE/Cloud PMS

POS

GXP

Payment terminals

Microsoft 365

Google Workspace

Job description

Performance Hospitality Management (PHM) is seeking a Front Desk Supervisor for the Courtyard by Marriott in Orlando. You will lead the desk shift, coach agents, manage lobby flow, and safeguard billing and cash controls to ensure a seamless arrival-to-departure experience.

You’ll coordinate with Housekeeping and Engineering, handle VIP requests, and oversee service recovery with urgency and empathy while maintaining PCI and privacy policies. Flexible scheduling is required.