Guest Experience Lead, Front Office

Hotel Lucine; Rockport (MA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

PTO

Paid sick time

Job summary

The Cove Rockport is seeking a Front Office Supervisor to oversee daily Front Office operations and ensure top-tier guest service. The role involves greeting guests, check-in/out, and guiding a guest-focused team across shifts.

You will monitor front desk areas, respond to guest inquiries, and coordinate with other departments to meet guest needs. Flexibility to work weekends and holidays is required.

Qualifications

• Previous hotel, hospitality, or guest service experience required.
• Must be available to work a flexible schedule, including weekends and holidays as needed.

Responsibilities

• Oversee the daily operation of the Front Office and ensure consistent, professional guest service.
• Greet guests, assist with check-in/check-out, and respond to questions, requests, and concerns.
• Lead by example by being visible, welcoming, and proactive with guests.
• Monitor the lobby, front desk, and public areas to ensure they are clean, organized, and welcoming.
• Resolve guest concerns professionally and follow up to ensure satisfactory resolution.
• Communicate guest needs and operational issues to the appropriate department.

Skills

Strong communication

Interpersonal skills

Customer service

Organizational skills

Time management

Multitasking

Team leadership

Flexibility

Tools

Front desk systems

Job description

The Cove Rockport is seeking a Front Office Supervisor to oversee daily Front Office operations and ensure top-tier guest service. The role involves greeting guests, check-in/out, and guiding a guest-focused team across shifts.

You will monitor front desk areas, respond to guest inquiries, and coordinate with other departments to meet guest needs. Flexibility to work weekends and holidays is required.