Guest Experience Lead - Front Desk

Crescent Hotels & Resorts; Baltimore (MD); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Benefits package

401(k) matching

Flexible scheduling

Hotel discounts—Crescent properties

Discounts at IHG hotels worldwide

Career development opportunities

Job summary

Crescent Hotels & Resorts is seeking a Front Desk Supervisor for Kimpton Hotel Monaco Baltimore Inner Harbor to oversee daily front desk operations, coach staff, and ensure exceptional guest service from arrival through departure.

You will coordinate with Housekeeping and Reservations, monitor room inventory and VIPs, and promote hotel amenities and loyalty programs while supporting a positive, professional team environment.

Qualifications

• Minimum 2 years of Front Office experience in a hotel environment.
• Previous supervisory or leadership experience preferred.
• Excellent communication, guest service, and conflict resolution skills.
• Strong computer skills; experience with hotel property management systems preferred.
• IHG experience is a plus.

Responsibilities

• Lead Front Desk Agents during each shift while maintaining a positive and engaging work environment.
• Oversee check-in, check-out, and resolve guest concerns with professionalism and urgency.
• Coach, train, mentor, and motivate associates to achieve outstanding guest satisfaction.
• Monitor arrivals, departures, room inventory, VIP guests, and special requests.
• Coordinate daily operations with Housekeeping, Engineering, Reservations, and other departments for a seamless guest experience.

Skills

Guest service

Leadership

Communication

Conflict resolution

Tools

Property management system (PMS)

Job description

Crescent Hotels & Resorts is seeking a Front Desk Supervisor for Kimpton Hotel Monaco Baltimore Inner Harbor to oversee daily front desk operations, coach staff, and ensure exceptional guest service from arrival through departure.

You will coordinate with Housekeeping and Reservations, monitor room inventory and VIPs, and promote hotel amenities and loyalty programs while supporting a positive, professional team environment.