Guest Experience Lead - Front Desk & VIP Services

Wequassett; Portland (ME); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Employee parking

Medical insurance

Life insurance

Disability insurance

Wellness benefits

Parental leave

401k match

Hotel & dining discounts

Tuition reimbursement

Career growth

Job summary

The Press Hotel in Portland, ME is seeking an experienced Front Desk Leader to manage guest relations, VIP services, and front desk operations. You will drive guest satisfaction, supervise shifts, and ensure professional service and ambiance throughout check-in/out.

The role involves overseeing payroll, interviews, and training, while coordinating with revenue and operations teams to maximize guest experiences and Upsell opportunities.

Qualifications

• Strong interpersonal skills and leadership experience.
• Approaches all encounters with guests and colleagues in an attentive, friendly, courteous, and service-oriented manner.
• Proactive approach to problem resolution, including anticipating, preventing, identifying, and solving issues as needed. Contribute to short-term and long-term problem solving.
• Multitasks and prioritizes department functions to achieve maximum efficiency and effectiveness.
• Must be able to maintain confidentiality of sensitive guest and colleague information.
• Understanding of Microsoft Office (Excel, Word, Email) – experience with HMS is a plus.

Responsibilities

• Assist with VIP meet & greets at check in whenever possible.
• Interact with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
• Anticipate guest needs and complaints by monitoring arrivals, in-house guests, and departures.
• Follow up daily to resolve all complaints and service requests.
• Manage Online Travel Agency guest review responses and escalations e.g., Expedia, Google.
• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service.
• Maintain cleanliness of Front Desk and office space.
• Own the Arrival + Departure experience, ensuring signage, music level and overall ambiance meets requirements.
• Conduct Inventory and Restock Supplies for Front Office Operations.
• Prepare and conduct all guest services interviews and hiring procedures.
• Approve Front Desk payroll and manage individual time cards daily.
• Prepare for and conduct AM/PM shift meetings to ensure the team is well informed.
• Ensure shift handover reports are completed and actioned out.
• Set the par for performance, standards, and appearance of the team with emphasis on training and teamwork by coaching and supporting associates.
• Always maintain and encourage a professional atmosphere (Conversations, tone, demeanor, uniforms, etc.).
• Oversee employee recognition program by ensuring incentives, appreciation efforts, and celebrations occur within department consistently.
• Ensure Guest Service Agent Checklists are completed daily and filed.
• Must be knowledgeable of hotel products, services, pricing, and special promotional offers, as well as daily VIP and special events.
• Attend Operational Meetings, including Morning Standup, Group Resume, Revenue, Leadership and Daily Walkthroughs.
• Lead any upsell programs to maximize revenue.
• Monitor Cancellation and No-Show policy and procedures.
• Balance the House to ensure no overbooking.
• Monitor all Out of Order rooms to ensure rooms can be sold.

Skills

Interpersonal leadership

Guest service excellence

Problem solving

Multitasking

Confidentiality

Tools

MS Office & HMS

HMS (Hospitality Management System)

Job description

The Press Hotel in Portland, ME is seeking an experienced Front Desk Leader to manage guest relations, VIP services, and front desk operations. You will drive guest satisfaction, supervise shifts, and ensure professional service and ambiance throughout check-in/out.

The role involves overseeing payroll, interviews, and training, while coordinating with revenue and operations teams to maximize guest experiences and Upsell opportunities.