Guest Experience Front Desk Lead

Hilton Durham near Duke Univ; Durham (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Driftwood Hospitality Management seeks a Front Desk Supervisor to ensure consistent, high-quality guest service across a 24/7 hotel environment. You will lead front desk staff, coordinate check-in/out, and manage room assignments while delivering accurate information and maintaining brand standards.

The role requires effective communication, numerical accuracy for billing, and the ability to train new agents.

Qualifications

• High school diploma or equivalent.
• Two years combined front desk and supervisor experience.
• Ability to communicate effectively in English, both verbally and in writing.
• Ability to input information into a moderately complex computer system.

Responsibilities

• Greet guests with a welcoming, professional demeanor and provide accurate information.
• Input registrations, assign rooms, code keys, and balance guest accounts.
• Prepare for check-in/out and handle guest requests and complaints with poise.
• Train new agents and ensure adherence to brand standards.
• Assist with safety procedures and emergency responses and supervise front desk staff during shifts.

Skills

Customer service

Team supervision

Education

High school diploma or equivalent

Tools

CRM Toolbox

PMS system

Job description

Driftwood Hospitality Management seeks a Front Desk Supervisor to ensure consistent, high-quality guest service across a 24/7 hotel environment. You will lead front desk staff, coordinate check-in/out, and manage room assignments while delivering accurate information and maintaining brand standards.

The role requires effective communication, numerical accuracy for billing, and the ability to train new agents.