Hotel Front Desk Lead: Guest Experience & Team Coach

Churchill Downs; Oak Grove (KY); On-site; USD 19,000 - 25,000; Full time

Job summary

Churchill Downs Oak Grove property is seeking a Front Desk Clerk Lead to oversee guest check-in/out, assign rooms, issue keys, and handle guest payments, while supporting the Hotel & Housekeeping Supervisor in daily supervision of the front desk team.

You will train staff, resolve guest concerns quickly, maintain records, and coordinate with maintenance and housekeeping to ensure superior guest service and occupancy performance.

Qualifications

• High School Diploma or equivalent.
• Knowledge of customer service principles.
• Able to obtain and maintain Kentucky gaming license.

Responsibilities

• Greetings, registers, and assigns rooms to hotel guests and issues keys.
• Verifies guest identification and payment method.
• Keeps records of room availability and guests' accounts on computer.
• Computes bills and collects payments; make and confirm reservations.
• Answers calls and routes to proper extension; handles inquiries on services.
• Assists in training and supervising front desk staff on shift; coordinates with housekeeping.
• Resolves guest issues promptly to maintain high guest satisfaction.

Skills

Confidentiality

Interpersonal skills

Communication skills

Attention to detail

Customer focus

Time management

Education

High School Diploma or equivalent

Job description

Churchill Downs Oak Grove property is seeking a Front Desk Clerk Lead to oversee guest check-in/out, assign rooms, issue keys, and handle guest payments, while supporting the Hotel & Housekeeping Supervisor in daily supervision of the front desk team.

You will train staff, resolve guest concerns quickly, maintain records, and coordinate with maintenance and housekeeping to ensure superior guest service and occupancy performance.