Lead Front Desk Spct

VueStay Vacations by Casago; Virginia Beach (VA); On-site; USD 25,000 - 33,000; Full time

Job summary

VueStay Vacations by Casago is seeking a Lead Front Desk Specialist to oversee a team of Front Desk Specialists and serve as the primary contact for guests, vendors, and owners. You will manage reservations inquiries, coordinate with maintenance and housekeeping, and help ensure guest satisfaction and smooth operations at a local management office.

This role combines strong customer service with administrative coordination and requires flexibility to support guest needs, occasional travel

Qualifications

• Experience in hotel, hospitality, vacation or similar industry.
• 1-2 years experience in administrative support, front desk or similar position.
• Prior supervisory or management experience in a similar industry.
• Excellent time management skills with the ability to change activity frequently and cope with interruptions.
• Tech-savvy with experience using various digital systems and applications and comfortable using mobile apps, tablets, and various software platforms.
• This role involves frequent travel between worksites, so reliable personal transportation is essential.
• Dependable and prepared. Showing up on time and ready to go is key to creating great stays for our guests and peace of mind for our homeowners.
• Comfortable talking to people-online or in person-and being able to share information in a way that’s clear, thoughtful, and represents the company in a positive way always.

Responsibilities

• Assist with leading a team of Front Desk Specialists.
• Oversee daily operations and workflow management to optimize team productivity and meet departmental objectives. Identify areas for improvement, and implement process enhancements to drive efficiency and quality outcomes.
• Act as the first point of contact for our guests, vendors, and, occasionally, our owners within a local management office.
• Be responsible for taking incoming phone calls, occasional outbound calls, and responding to emails or chats on a daily basis from guests who have questions or concerns about a reservation, statement or other concern.
• Assist with the creation and delegation of maintenance and housekeeping tickets (If applicable).
• Verify unit availability to assist with scheduling vendor or realtor visits.
• Meet and maintain company standards and metrics such as guest satisfaction, accuracy, efficiency, and inquiry conversion to reservations.
• Build and maintain business relationships and open lines of communications with other internal support teams.
• Provide cross-coverage for your manager and Co-Lead(s) when necessary.
• Foster a collaborative work environment that promotes open communication, innovation, and employee engagement. Address team conflicts constructively and in a timely manner as they arise.
• Other duties as assigned because every day is different in hospitality!

Skills

Team leadership

Customer service

Communication

Hospitality

Job description

Description

About The Company

VueStay Vacations by Casago hosts premier stays across top vacation destinations in the United States. With local experts in every market and the backing of a trusted national network, we provide a seamless, well-supported experience so guests can book with confidence and enjoy more relaxing trips! We partner with homeowners to oversee everything from guest experience and on-the-ground property care, while maximizing our homes' performance and providing owners peace of mind.

We expertly manage over 4500 homes across 8 states, offering a variety of "Vues" for our guests' stay. When you join VueStay Vacations, you're not just taking a job- you're becoming part of a company that values your contributions, invests in your growth, and gives you the opportunity to make a real impact on the homeowners and guests we serve every day.

About This Job

As our Lead Front Desk Specialist, you'll assist in overseeing a team of Front Desk Specialists and serve as the primary contact for guests, vendors, and owners, handling phone calls, emails, and chats to resolve questions about reservations and other concerns while maintaining high satisfaction standards. You'll coordinate with maintenance and housekeeping teams, verify unit availability for vendor visits, and identify potential owner leads to support business growth. This role combines excellent customer service with administrative coordination, making you a key player in creating positive experiences and building lasting relationships.

Compensation

$21/hr

Essential Job Functions

• Assist with leading a team of Front Desk Specialists.
• Oversee daily operations and workflow management to optimize team productivity and meet departmental objectives. Identify areas for improvement, and implement process enhancements to drive efficiency and quality outcomes.
• Act as the first point of contact for our guests, vendors, and, occasionally, our owners within a local management office.
• Be responsible for taking incoming phone calls, occasional outbound calls, and responding to emails or chats on a daily basis from guests who have questions or concerns about a reservation, statement or other concern.
• Assist with the creation and delegation of maintenance and housekeeping tickets (If applicable).
• Verify unit availability to assist with scheduling vendor or realtor visits.
• Meet and maintain company standards and metrics such as guest satisfaction, accuracy, efficiency, and inquiry conversion to reservations.
• Build and maintain business relationships and open lines of communications with other internal support teams.
• Provide cross-coverage for your manager and Co-Lead(s) when necessary.
• Foster a collaborative work environment that promotes open communication, innovation, and employee engagement. Address team conflicts constructively and in a timely manner as they arise.
• Other duties as assigned because every day is different in hospitality!

Requirements

Skills + Qualifications

• Experience working in hotel, hospitality, vacation or similar industry is highly preferred.
• 1 - 2 years experience in administrative support, front desk or similar position.
• Prior experience in supervisory or management level position in a similar industry.
• Excellent time management skills with the ability to change activity frequently and cope with interruptions.
• Tech-savvy with experience using various digital systems and applications and comfortable using mobile apps, tablets, and various software platforms.
• This role involves frequent travel between worksites, so reliable personal transportation is essential.
• Dependable and prepared. Showing up on time and ready to go is key to creating great stays for our guests and peace of mind for our homeowners.
• Must be dependable, self-motivated, and able to work independently while contributing positively to a collaborative team environment.
• Comfortable talking to people-online or in person-and being able to share information in a way that’s clear, thoughtful, and represents the company in a positive way always.

Workplace Environment + Physical Requirements

• Work may take place indoors or outdoors, in a variety of settings including private homes, resorts, offices, and laundry facilities - often in varying weather conditions.
• We’re in hospitality and our schedules can change based on guest and homeowner needs. Shifts may include early mornings, evenings, weekends, and holidays. We require flexibility to support this.
• Reliable transportation required.
• Ability to move freely (balancing, climbing, crawling, driving, squatting, standing, stooping, walking, bending, pushing, pulling, reaching, and repetitive hand/finger motions) and lift up to a maximum of fifty (50) pounds without assistance.

Special Note

This job description does not identify every requirement of the position. Casago may change position requirements, responsibilities, and work environment at any time with or without notice