Lead Front Desk Agent

Azul Hospitality; Los Angeles (CA); On-site; USD 40,000 - 55,000; Full time

Job summary

Azul Hospitality is seeking a Lead Front Desk Agent in Los Angeles, California. The ideal candidate will be responsible for creating a welcoming experience for guests, overseeing front desk operations, and training new staff. This role requires strong leadership and customer service skills, as well as prior experience in hospitality.

You will manage guest bookings, cash transactions, and ensure that all hotel policies are followed. A neat appearance and regular attendance are essential as per company standards.

Qualifications

• Front Desk experience required.
• Experience in the hospitality industry preferred.
• Ability to work in a fast-paced environment.

Responsibilities

• Greet guests on arrival and ensure their accommodation is comfortable.
• Train new Front Desk Agents.
• Oversee meeting room setups and event coordination.

Skills

Communication skills

Detail-oriented

Leadership capability

Customer relations skills

Basic computational ability

Education

High school diploma or equivalent

Bachelor's degree (preferred)

Tools

PMS (Property Management Systems)

Microsoft Office Suite

PBX systems

Job description

Position Purpose

The Lead Front Desk Agent creates an experience for our hotel guests by offering them a larger-than-home experience with welcoming, helpful, and exceptional service, while maintaining a clean, comfortable, and inviting environment.

Essential Responsibilities

• Greet and welcome guests upon arrival.
• Demonstrate attributes of a great host by being aware and attentive to guests’ needs.
• Train all new Front Desk Agents.
• Conduct huddles to ensure clear communication of the day’s events to all Front Desk Agents.
• Conduct property tours for new hires and clients as necessary to assist the Sales department.
• Oversee group reservations to ensure that they are pre-assigned and pre-keyed.
• Assist housekeeping daily with due-outs.
• Walkthrough of public areas and kitchen with follow‑up report/checklist to management.
• Responsible for overseeing proper meeting room set up/tear down for internal and external clients.
• Act as Person In Charge (PIC) in the absence of management.
• Inventory control of Hotel Host Stand supplies and kitchen supplies.
• City Ledger follow‑up notices.
• Expedia/hotels.com billing.
• Execute the registration and checkout process at the front desk.
• Accept payment for guests’ accounts at registration and checkout, maintain a house bank, make deposits, and produce accurate reports of receipts daily. Cash checks and exchange currency for guests.
• Accurately handle cash transactions and balance a cash drawer to the given amount.
• Acknowledge rewards members and returning guests.
• Take and manage guest bookings, up‑selling opportunities, and share ways to improve their stay.
• Handle cash and credit transactions.
• Review current day’s arrival reports and check all special‑request reservations to ensure correct room blocking, VIP identification, billing setup, deposits, and departmental notifications.
• Attend all scheduled training, departmental and hotel meetings.
• Ensure awareness of special promotions, daily activities, arriving VIPs, group/conferences in house, special requests, and scheduled shuttles.
• Practice safe work habits and ensure safe work practices to avoid injury to self and others.
• Ensure all privacy and security protocols are followed as well as departmental and company procedures.
• Answer all calls promptly and transfer all calls to appropriate departments.
• Confer and cooperate with other departments to ensure coordination of guest needs, log all guest requests and room defects, and follow up to ensure resolution.
• Answer inquiries pertaining to hotel policies, services, registration, shopping, dining, entertainment, and travel directions.
• Maintain an extensive knowledge of the hotel, its services, and facilities, along with a general knowledge of the city’s attractions.
• Maintain lobby cleanliness and organization.
• Assist in booking reservations.
• Assist with handling mail, packages, facsimiles, and guest items.
• All other duties assigned by manager or supervisor.

Supportive Functions

• Assist with any guest inquiry.
• Follow all company and safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or injuries.
• Perform other reasonable job duties as requested by direct and indirect supervisors.

Physical Demands

• Environmental conditions are inside; staff spends approximately 75% of time inside with moderate temperature.
• Must be able to stand and have well‑paced mobility for up to four hours.
• Must be able to maneuver between simultaneous functions.
• Must be able to work in limited space and reach other departments timely.
• Must be able to lift up to 45 lbs.
• Must be able to push and pull carts and equipment weighing up to 250 lbs.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing, and visual acuity.
• Hearing, smelling, tasting, and visual ability to observe and distinguish product quality and detect signs of emergency situations.
• Talking and hearing occur continuously during communication with staff, guests, and supervisors.
• Vision occurs continuously with near and color vision and depth perception.
• Must be able to bend, stoop, squat, and stretch to fulfill cleaning tasks occasionally.
• Must have finger dexterity to operate office equipment such as computers, printers, 10‑key adding machine, multi‑line touch‑tone phone, filing cabinets, fax machines, photocopiers, dolly, and other office equipment.
• Ability to work primarily with fingers to pick, pinch, type, and perform substantial wrist and hand movements.

Specific Job Knowledge, Skills, and Abilities

• Must be able to speak, read, write, and understand the primary language used in the workplace.
• Requires good communication skills—verbal, written, and electronic.
• Considerable knowledge of complex mathematical calculations and computer programs.
• Must have excellent leadership capability and customer relations skills.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess basic computer skills.
• Must possess basic computational ability.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy, and collect accurate information to resolve conflicts.
• Knowledgeable about basic functions of Windows OS, MS Office, PMS, PBX, key system, and POS.
• Self‑driven and able to work independently.
• Exceptionally strong in issue resolution and proven analytical skills with strong attention to detail.

Education

High school or equivalent education required. Bachelor’s degree preferred.

Experience

• Front Desk experience required.
• Experience in the hospitality industry preferred.
• Knowledgeable of loyalty programs, brand standards and hospitality industry systems preferred.

Licenses or Certifications

None.

Grooming

All staff members must maintain a neat, clean, and well‑groomed appearance per Azul Hospitality standards. Refer to the property‑specific required grooming and uniform standards policy.

Attendance

Regular attendance in conformance with the standards, which may be established by Azul Hospitality, is essential. Irregular attendance or tardiness will be subject to disciplinary action, up to and including termination. Staff may be required to work varying schedules to reflect business needs. Attendance at all scheduled training sessions and meetings is required. This job description is not an exclusive or exhaustive list of all job functions that a staff member in this position may be asked to perform from time to time.

Qualifications

Review the above responsibilities, skills, and requirements for this role.