Guest Experience Lead - Front Desk

BENCHMARK

Litchfield Park (AZ)

On-site

USD 38,000 - 54,000

Full time

3 days ago

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Benefits offered by this job

Equal opportunity employer

Job summary

The Wigwam, a Pyramid Global Hospitality property in Litchfield Park, AZ, seeks a Front Desk Supervisor to lead the guest services team and ensure seamless check-in/check-out experiences. You will manage daily shifts, coordinate with maintenance and housekeeping, and coach front desk agents to deliver exceptional service.

Ideal candidates bring strong hospitality experience, a friendly, engaging demeanor, and solid computer skills.

Qualifications

Customer service experience in hospitality or similar environment.
Strong verbal and written communication.
Proficient computer skills and basic PMS knowledge.
Ability to coordinate shifts and supervise front desk activities.
Energetic, engaging personality with guest-centric approach.

Responsibilities

Check guests in/out, ensuring correct charges and requests are recorded.
Resolve guest issues promptly and WOW guests with service recovery.
Supervise daily front desk shift and ensure SOP adherence.
Pre-assign rooms including VIPs, repeat guests, and special requests.
Coordinate with Maintenance and Housekeeping to keep operations smooth.
Train and mentor Front Desk Agents to maintain service standards.
Promote and sell hotel programs and services.
Communicate important information to the manager on duty; manage the front desk cash handling.