Guest Experience Leader - Front Desk

The Crescent Hotels Group; Charlotte (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Crescent Hotels & Resorts is seeking a Front Desk Supervisor in Charlotte to lead the guest services team, ensure smooth check-ins, and elevate the guest experience. You will coach associates, handle guest requests, and maintain professional standards across all interactions.

The role requires strong leadership, outstanding communication, and a dedication to hospitality. You will work with hotel systems and collaborate with other departments to deliver a seamless guest experience.

Qualifications

• Natural leader who coaches, supports, and develops others.
• Guest-obsessed and passionate about hospitality.
• Calm under pressure when the hotel is busy.
• Confident problem-solver who can make sound decisions.
• Excellent communicator with ability to give clear direction.
• Diplomatic and patient, handling difficult conversations professionally.
• Detail-oriented with guest accounts, payments.
• Team player willing to pitch in wherever needed.
• Adaptable and dependable with a willingness to learn.
• Professional and positive in all guest interactions.

Responsibilities

• Provide day-to-day guidance, leadership, and support to Guest Service Associates.
• Assign and communicate work responsibilities clearly while observing performance and encouraging growth.
• Set the tone for exceptional hospitality by modeling professionalism, positivity, and outstanding guest service.
• Welcome guests warmly and listen carefully to their needs and requests.
• Ensure an efficient and accurate check-in/check-out experience.
• Assist guests with room selection, rates, keys, information, and local attractions.
• Promote hotel and brand marketing programs when appropriate.
• Handle guest accounts, payments, cash transactions, and house banks accurately.
• Process guest charges and maintain accurate records in hotel systems.
• Answer phones professionally and manage messages, mail, and packages.

Skills

Leadership

Guest service

Problem-solving

Communication

Detail-oriented

Team player

Adaptable

Professional

Tools

Hotel computer systems

Job description

Crescent Hotels & Resorts is seeking a Front Desk Supervisor in Charlotte to lead the guest services team, ensure smooth check-ins, and elevate the guest experience. You will coach associates, handle guest requests, and maintain professional standards across all interactions.

The role requires strong leadership, outstanding communication, and a dedication to hospitality. You will work with hotel systems and collaborate with other departments to deliver a seamless guest experience.