Front Office Team Lead — Guest Experience & Operations

Norfolk Sheraton - Atrium Hospitality; Norfolk (VA); On-site; USD 33,000 - 34,000; Full time

Job summary

Norfolk Sheraton - Atrium Hospitality in Norfolk, VA is seeking a Front Desk Leader to guide the guest services team and ensure a warm, seamless experience for guests. The role supports daily operations and strives to exceed service standards in a fast-paced hotel environment.

The position emphasizes leadership, guest satisfaction, and collaboration across shifts while upholding safety procedures and cost controls. A strong hospitality background and a valid driver's license are valued assets.

Qualifications

• Customer service experience is essential.
• Hospitality background is a plus.
• High school diploma or equivalent.
• A valid driver’s license is needed.
• Comfort with technology to manage guest information and team coordination.
• Physical ability to lift 50 lbs and stay active.

Responsibilities

• Lead the front desk team to deliver a warm, seamless guest experience that builds loyalty and satisfaction.
• Respond to guest needs with professionalism and empathy, ensuring timely resolution and follow-through.
• Support financial goals by managing inventory, controlling costs, and optimizing schedules.
• Oversee daily front desk operations, ensuring tasks are completed across all shifts.
• Step in for the Front Office Manager when needed and assist with Night Audit, Shuttle, or Concierge roles.
• Promote a safe, welcoming environment by following all safety and security procedures.

Skills

Customer service

Leadership

Hospitality

Driver's license

Technology proficiency

Physical fitness

Education

High school diploma or equivalent

Job description

Norfolk Sheraton - Atrium Hospitality in Norfolk, VA is seeking a Front Desk Leader to guide the guest services team and ensure a warm, seamless experience for guests. The role supports daily operations and strives to exceed service standards in a fast-paced hotel environment.

The position emphasizes leadership, guest satisfaction, and collaboration across shifts while upholding safety procedures and cost controls. A strong hospitality background and a valid driver's license are valued assets.