Guest Experience Lead — Front Desk & Training

Cliff House Maine; Cape Neddick (ME); On-site; USD 30,000 - 36,000; Full time

Job summary

Cliff House Maine in Cape Neddick, ME is seeking a Front Desk Supervisor to lead training and performance for day-to-day operations alongside the Lead Front Desk Supervisor and FOM. The role focuses on providing exceptional guest service and ensuring procedures meet hotel standards.

Pay range: $22–$26 per hour. Qualified candidates will have at least two years of front desk experience, hospitality background, and proficiency with Windows and Property Management Systems.

Qualifications

• Minimum of two years of front desk experience in a high-volume setting preferred.
• Previous hospitality experience in a Four Diamond quality organization preferred.
• Previous experience with Windows, Office and Property Management Systems
• Must be able to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form.
• Ability to stand, kneel and bend within the 6 - 8 hours.
• Must be available to work varied shifts and a flexible schedule.

Responsibilities

• Provide a warm welcome greeting to our incoming guests.
• Complete the guest registration process.
• Promptly answers telephone and retrieves messages and communications.
• Inputs all guest data into property computer.
• Close guests accounts at check out and ascertain satisfaction.
• Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
• Champion organizational initiatives (e.g. Guest Satisfaction Scores, Forbes Travel Guide Score, Net Promoter Score, etc.).
• Ensure Front Desk agents properly complete required checklist items at the end of each shift.
• Instill a calm, organized approach when interacting in stressful situations.
• Strives to increase the level of guest satisfaction through team member development and quality image.
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction.
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data.
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction.
• Train and successfully support the talent of all new and existing team members.
• Ensure pre-shift meetings happen at all shift changeovers in accordance with hotel expectations.

Skills

Guest service

Leadership

Communication

Tools

Windows

Property Management Systems

Microsoft Office

Job description

Cliff House Maine in Cape Neddick, ME is seeking a Front Desk Supervisor to lead training and performance for day-to-day operations alongside the Lead Front Desk Supervisor and FOM. The role focuses on providing exceptional guest service and ensuring procedures meet hotel standards.

Pay range: $22–$26 per hour. Qualified candidates will have at least two years of front desk experience, hospitality background, and proficiency with Windows and Property Management Systems.