Guest Experience Lead, Front Desk

StepStone Hospitality; Charlotte, Northern (NC, KY); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

Paid time off

IHG employee travel discounts

Career advancement

Supportive team environment

Ongoing training and development

Job summary

Holiday Inn Express Ballantyne in Charlotte, NC is seeking an experienced front desk leader to guide our front desk team and deliver warm, guest-centric service.

Ideal candidates bring front desk experience, supervisory skills, and strong problem-solving abilities to coach agents, handle guest inquiries, and uphold IHG brand standards. This on-site role offers career advancement and ongoing development opportunities.

Qualifications

• Previous hotel front desk experience required.
• Supervisory or leadership experience preferred.
• Experience with hotel property management systems required.
• Excellent communication and customer service skills.
• Strong organizational and problem-solving abilities.
• Ability to multitask in a fast-paced environment.
• Flexible availability, including weekends, holidays, and evening shifts.
• High school diploma or equivalent required.

Responsibilities

• Welcome guests with a friendly, professional, and positive attitude.
• Assist with daily front desk operations, including check-in, check-out, reservations, and guest inquiries.
• Support and coach Front Desk Agents to ensure exceptional guest service.
• Serve as the first point of contact for guest concerns and resolve issues promptly and professionally.
• Assist with scheduling, shift coverage, training, and onboarding of new team members.
• Ensure accurate cash handling and balancing of daily transactions.
• Monitor room availability, upgrades, and special guest requests.
• Maintain IHG brand standards and ensure compliance with hotel policies and procedures.
• Work closely with Housekeeping, Maintenance, and other departments to ensure seamless guest experiences.
• Perform additional duties as assigned by hotel management.

Skills

Front desk experience

Supervisory experience

Communication skills

Customer service

Organizational skills

Problem-solving

Multitasking

Flexible availability

Education

High school diploma

Tools

Hotel PMS (PMS)

Job description

Holiday Inn Express Ballantyne in Charlotte, NC is seeking an experienced front desk leader to guide our front desk team and deliver warm, guest-centric service.

Ideal candidates bring front desk experience, supervisory skills, and strong problem-solving abilities to coach agents, handle guest inquiries, and uphold IHG brand standards. This on-site role offers career advancement and ongoing development opportunities.