Guest Experience Lead – Front Desk

Courtyard-By-Marriott; Lenox (MA); On-site; USD 26,000 - 37,000; Full time

Job summary

Peregrine Hospitality is hiring for a front desk role in Lenox, MA. The candidate will train and monitor front desk staff, assist guests with reservations, check-in and check-out, and ensure courteous service. The position emphasizes confidentiality, safety, and collaborative reporting to management.

Enjoy opportunities to handle group bookings, special requests, and site inspections while contributing to revenue growth through excellent guest service.

Responsibilities

• Train and monitor front desk staff.
• Understand software system and assist with reservations, and checking guests in and out.
• Provide friendly, courteous telephone service and interactions with guests and staff.
• Coordinate with guests before arrival and during stay (reservations, wake-up calls, check-in/check-out, routing, posting charges, special requests).
• Protect security and privacy of guest rooms and administrative keys.
• Communicate with management and staff via reports, feedback, and guest needs.
• Assist with special requests, group blocking and unusual circumstances.
• Conduct site inspections to maintain property safety and host tours for prospective clients.
• Maximize revenues through sales and outstanding customer service.
• Develop knowledge of rates, features, amenities, and area attractions to assist clients and stay competitive.
• Maintain confidentiality of company information including performance statistics, client agreements, prospective business, and financial information.
• Support safety through risk management and emergency procedures; participate in Safety and Security Committee.
• Model appropriate behavior and lead by example.
• Perform supervisor duties per hotel policies and SOPs.
• Train and develop associates on 4 Keys service standards, technical skills, SOPs, and safety.
• Foster open communication between all employees.
• Follow additional duties as assigned by management.

Job description

Peregrine Hospitality is hiring for a front desk role in Lenox, MA. The candidate will train and monitor front desk staff, assist guests with reservations, check-in and check-out, and ensure courteous service. The position emphasizes confidentiality, safety, and collaborative reporting to management.

Enjoy opportunities to handle group bookings, special requests, and site inspections while contributing to revenue growth through excellent guest service.