Front Desk Team Lead - Guest Experience & Training

Rosen Hotels & Resorts; Orlando (FL); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Affordable Health Insurance

Dental Insurance

Paid Vacation and Personal Days

401(k) Retirement Savings Plan

Hospitality and Dining Discounts

Tuition Reimbursement and Scholarships

Holiday Pay

Birthday Pay

Job summary

Rosen Hotels & Resorts in Orlando seeks a Front Desk Supervisor to support the Front Office Manager in ensuring smooth front desk operations and exceptional guest service. You will lead, coach, and develop the front desk team while managing reports and special projects.

The role requires coaching, training, and strong communication, with an emphasis on policy compliance and high standards of hospitality. This is a full-time on-site position in Orlando with competitive compensation.

Qualifications

• Minimum one year of experience in a supervisory role, preferably in hospitality or customer service.
• Minimum one year of previous hospitality experience required.
• Strong leadership and communication skills.
• Ability to train and mentor staff effectively.
• Excellent problem-solving and conflict-resolution abilities.

Responsibilities

• Assist the Front Office Manager in overseeing and coordinating front desk operations.
• Provide leadership and guidance to the front desk team, ensuring exceptional guest service.
• Conduct ongoing coaching and training to enhance the skills of front desk staff.
• Prepare and maintain accurate reports related to front desk activities and team performance.
• Manage special projects and assignments as directed by the Front Office Manager.
• Promptly and professionally resolve guest issues and complaints.
• Ensure compliance with Company Standards for guest check-in, check-out, and reservation procedures.
• Assist with scheduling and shift planning to ensure sufficient front desk coverage.
• Foster a positive and professional work environment for the front desk team.
• Maintain a strong understanding of hotel policies and services to effectively communicate with guests and address inquiries.
• Uphold the company's drug-free, tobacco-free, and nicotine-free policies within the workplace.

Skills

Leadership

Communication

Training

Guest Service

Education

High school diploma

Tools

Front Desk Systems

Job description

Rosen Hotels & Resorts in Orlando seeks a Front Desk Supervisor to support the Front Office Manager in ensuring smooth front desk operations and exceptional guest service. You will lead, coach, and develop the front desk team while managing reports and special projects.

The role requires coaching, training, and strong communication, with an emphasis on policy compliance and high standards of hospitality. This is a full-time on-site position in Orlando with competitive compensation.