Guest Experience Lead, Front Desk

StepStone Hospitality; Des Moines, Northern (IA, KY); Hybrid; USD 45,000 - 60,000; Full time

Job summary

StepStone Hospitality in Des Moines is seeking a Front Desk Supervisor to lead our Front Office Team with a focus on guest service and operational excellence.

You will supervise daily operations, develop plans to improve occupancy and revenue, and mentor staff to deliver an exceptional guest experience while maintaining professional standards. Join a dynamic hotel environment that aligns with the Renaissance Des Moines Savery Downtown brand.

Qualifications

• Projects and assignments are completed thoroughly, professionally, and with care.
• Adjusts to high-pressure conditions and is open to change.
• Assumes responsibility for personal growth and development.
• Conducts him/her self (acts and dresses) professionally at all times; sets standards for all associates.
• Understands and communicates the StepStone mission and core values.
• Expresses ideas clearly, effectively, and professionally.

Responsibilities

• Maintain standards of quality guest service.
• Achieve budgeted revenues and expenses and maximize profitability related to the guest services department.
• Develop short- and long-term financial and operational plans for the guest service department that relate to the overall objectives of the hotel.
• Maintains proper supervision over all aspects of operations up to but not limited to Engineering, Housekeeping and F&B.
• Oversees all problem resolution matters in the absence of GM.
• Increase level of guest satisfaction by delivery of an exceptional product through employee development.
• Manage the reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling by associates.
• Maintain and correct procedures for credit control, financial transactions, security of financial assets, and guest security.
• Respond and resolve guest requests, complaints, or questions in a courteous and timely manner.
• Ability to accurately use various office and accounting software.

Skills

Customer service

Leadership

Communication

Job description

StepStone Hospitality in Des Moines is seeking a Front Desk Supervisor to lead our Front Office Team with a focus on guest service and operational excellence.

You will supervise daily operations, develop plans to improve occupancy and revenue, and mentor staff to deliver an exceptional guest experience while maintaining professional standards. Join a dynamic hotel environment that aligns with the Renaissance Des Moines Savery Downtown brand.