Front Desk Team Lead: Guest Experience & Operations

CoralTree Hospitality; Orlando (FL); On-site; USD 38,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Complimentary parking

Food & beverage discounts

Paid time off and holiday pay in first

Team travel discounts

Career growth opportunities

Job summary

Aloft Lake Nona in Orlando seeks an Assistant to the Front Office Manager to oversee daily front desk operations and guest experiences, aligning with the Aloft brand. You will support agents, handle escalations, and help manage room inventory while promoting a positive guest journey.

The role emphasizes mentoring staff, optimizing staffing levels, and upholding service standards. A supervisory background and hospitality know-how are desirable for this full-time position.

Qualifications

• High school diploma or equivalent; bachelor's in Hospitality Management preferred.
• Some supervisory experience in front desk operations or guest services.
• Excellent customer service and communication skills.
• Strong problem-solving and ability to handle guest issues.
• Proficient in hotel management systems, property management systems, and relevant software.
• Detail-oriented with strong organizational and multitasking skills.
• Ability to work under pressure and adapt to changing situations.
• Proficient in Microsoft Office and hotel & restaurant software.

Responsibilities

• Oversee front desk operations to deliver vibrant, personalized guest experiences aligned with Aloft’s brand.
• Support front desk agents in handling guest requests, complaints, and special accommodations.
• Resolve escalated guest issues efficiently, providing solutions that enhance guest satisfaction.
• Monitor room inventory and assist with upgrades, walk-ins, and overbookings.
• Mentor front desk associates, coaching and aligning with CoralTree service standards.
• Manage scheduling and shift coverage, ensuring optimal front desk staffing levels.
• Train new hires, reinforce brand standards, and service techniques.
• Provide guidance on performance challenges including decision making and professionalism.
• Prepare reports, track KPIs, and ensure desk compliance with policies.
• Promote initiatives like incentive programs and Sense the Connection; track progress.
• Ensure accurate records for payments, room charges, and upgrades with tax calculations.
• Oversee financial transactions at the front desk, including guest payments and shift checkouts.
• Collaborate on staff recognition, morale, and engagement efforts.

Skills

Customer service

Communication

Problem-solving

Organizational skills

Multitasking

Supervisory experience

Flexibility

Education

High school diploma or equivalent

Bachelor's degree in Hospitality Management or related field

Tools

Hotel management systems

Property management systems

Microsoft Office

Hotel & restaurant software

Job description

Aloft Lake Nona in Orlando seeks an Assistant to the Front Office Manager to oversee daily front desk operations and guest experiences, aligning with the Aloft brand. You will support agents, handle escalations, and help manage room inventory while promoting a positive guest journey.

The role emphasizes mentoring staff, optimizing staffing levels, and upholding service standards. A supervisory background and hospitality know-how are desirable for this full-time position.