Front Desk Team Lead - Guest Experience

Concord Hospitality Enterprises; Cleveland, Northern (OH, KY); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Competitive wages

Medical, dental, and vision insurance

Life insurance and disability options

401(k) with company match

Tuition assistance

Discounted room rates

Training and career advancement

Job summary

Concord Hospitality seeks a Front Desk Supervisor to lead the front desk team, delivering exceptional guest service and upholding brand standards across arrivals, stays, and departures.

You will mentor staff, handle reservations, manage check-ins/check-outs, and collaborate with the AGM/GM on yield and safety procedures. Strong communication, leadership, and multitasking in a fast-paced hotel environment are essential.

Qualifications

• High school diploma or equivalent required; hospitality or supervisory experience preferred.
• Leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to multitask and remain professional in a fast-paced environment.
• Detail-oriented with strong organizational skills.
• Flexibility to work varied shifts, including evenings, weekends, and holidays.
• Commitment to delivering outstanding guest service.

Responsibilities

• Provide the highest quality of service to guests at all times
• Check guests in and out efficiently and in a friendly manner
• Handle guest mail and messages with professionalism and accuracy
• Maintain thorough knowledge of hotel staff, room locations, rates, amenities, and selling strategies
• Take reservations and manage room blocks and special requests
• Answer switchboard calls following proper telephone etiquette standards
• Monitor room availability and assist AGM/GM with yield management and restrictions
• Handle guest safe deposits per established procedures
• Keep the lobby and desk area clean and presentable
• Maintain thorough knowledge of emergency and security procedures

Skills

Leadership

Communication

Multitasking

Detail-oriented

Education

High school diploma

Hospitality/supervisory experience

Job description

Concord Hospitality seeks a Front Desk Supervisor to lead the front desk team, delivering exceptional guest service and upholding brand standards across arrivals, stays, and departures.

You will mentor staff, handle reservations, manage check-ins/check-outs, and collaborate with the AGM/GM on yield and safety procedures. Strong communication, leadership, and multitasking in a fast-paced hotel environment are essential.