Hotel Front Desk Lead

Courtyard Huntsville - University Drive; Huntsville (AL); On-site; USD 32,000 - 42,000; Full time

Job summary

Courtyard Huntsville University Drive is seeking a Front Desk Lead to guide our front desk team on shift, ensuring a smooth guest journey from arrival to departure. You will represent Marriott standards, train associates, handle reservations and payments, and maintain a welcoming, organized lobby.

The ideal candidate has hospitality experience, a strong customer service orientation, reliable attendance, and the ability to work flexible hours including weekends and holidays.

Qualifications

• Experience leading hospitality teams with a guest-first mindset.
• Proven ability to deliver excellent customer service and resolve guest issues.
• Strong communication and reliability, including attendance.

Responsibilities

• Lead Front Desk staff on shift, guiding daily operations.
• Oversee reservations, payments and guest check-in/out processes.
• Maintain a welcoming, organized front desk and lobby area.
• Enforce Marriott standards and SOPs; train and develop associates.
• Respond to guest inquiries and coordinate guest requests as needed.

Skills

Leadership

Customer service

Communication

Team training

Tools

PMS

PBX

Job description

Courtyard Huntsville University Drive is looking for our Front Desk Lead role! This is an exciting opportunity to join our team during a time of growth and transformation. Do you have hospitality experience? Are you passionate about serving our guests? Are you looking to grow your career with Marriott?

Overview:

The Front Desk Lead serves as the leader of our Front Desk associates on an active development track toward future supervisory and management roles. As our primary brand ambassador, you will orchestrate a flawless guest journey—from arrival and stay through departure to cultivate lifelong loyalty and unforgettable memories. This role requires a highly customer-service-oriented individual who can assist guests professionally and efficiently, handle reservations, process payments, and maintain a welcoming, organized front office environment.

Key Responsibilities:

• Lead a staff of Front Desk Associates following the direction and mentorship of the Assistant General Manager.
• Lead Front Office operational excellence; implement, oversee checklists, & standard operating procedures (SOPs).
• Oversee a uniform pre-arrival planning process using Marriott standards.
• Learn, execute, and develop GXP operational excellence.
• Provide a memorable experience during arrival, stay, and departure, efficiently and courteously following Marriott standard operating procedures.
• Monitor a pinned app dashboard and execute GXP benchmarks daily.
• Meet or exceed daily enrollment goals.
• Provide knowledge about hotel restaurant, facilities, & services, local market, and assisting with special requests.
• Answer phone calls, handle inquiries, and make reservations as needed.
• Process guest payments including credit card transactions.
• Complete shift-end reports.
• Resolve guest complaints/issues professionally and courteously using LEARN model.
• Maintain guest accounts, including gift certificates, master accounts, and vouchers.
• Keep the front desk, back office, lobby, common areas clutter-free, clean, and organized.
• Communicate effectively with hotel staff and management.
• Complete shift checklists and sign off daily to ensure all front desk tasks are completed and responsible to.
• Coordinate guest relocations when necessary.
• Operate PMS, PBX, and radio systems.
• Wear uniform and nametag, maintaining a crisp, professional, polished appearance, providing excellent customer service at all times. Ensure staff follow suit.
• Perform additional duties as required by management.

Job Requirements

• High-performance track record, consistently leading teams with high guest scores.
• Strong customer service skills with a passion for hospitality and service.
• Reliability: Strong attendance record; punctual and consistent.
• Upscale and Premium Marriott experience a plus!
• Agilysys Stay PMS experience a plus!
• Able to stay focused and on task during shifting occupancy levels.
• Able to stand throughout the workday.
• Ability to work flexible hours, including weekends, evenings, and holidays.
• Resolve guest issues in a professional and courteous manner.
• Follow and enforce company policies and procedures.
• Keep terminals clutter-free, clean, and organized.

Source: Hospitality Online