Front Desk Lead

Dreamscape Hospitality New Orleans, Louisiana, United States Information Technology

About this position

Description:

Front Desk Lead - 402020

Department: Rooms

Reports To:

FLSA: Non-Exempt

Job Summary:

As the Front Desk Lead, you will oversee front desk operations, ensure a high level of guest satisfaction, and manage a team of front desk agents. You will be responsible for supervising the check-in/check-out process, resolving guest issues, and maintaining the hotel’s standards of service.

Key Responsibilities:

  • Supervise and coordinate the activities of front desk staff, including scheduling, training, and performance management.
  • Ensure that all guest check-ins and check-outs are handled efficiently and professionally.
  • Address and resolve guest complaints or issues promptly and effectively.
  • Maintain accurate guest records and handle credit transactions.
  • Collaborate with other departments to ensure seamless guest experiences.
  • Ensure that the front desk area is clean, organized, and well-maintained.
  • Assist with hotel marketing and promotion efforts as needed.
  • Uphold the hotel's policies and procedures, including those related to safety and security.
  • Audit all incoming guest reservations to ensure that all special requests, VIPs, billing issues, and more are communicated to the appropriate teams, written in guest notes, and are handled in a timely manner. 
  • Attend leadership meetings as needed and contribute efficiently and respectfully to all issues, operational changes, and ideas thoroughly so that brainstorming solutions can happen quickly between departments.
  • Maintain consistent communication with the Housekeeping Department, prioritizing room flips, requests, stayover service, turndown service, early arrivals, and late departures.
  • Maintain consistent communication with the Facilities & Maintenance Department pertaining to guest rooms, common areas, and urgent guest requests. 
  • Ensure that the front desk team has all necessary items needed to perform all aspects of the job and are always stocked. 
  • Determine methods for anticipatory hospitality to deploy immediately upon guest request
  • Ensure that all front desk team members are responding to emails within their shift with detail, providing guests with all information that they are requesting and following proper email etiquette. 
  • Monitor and respond to all OTA messages, requests, etc.
  • Ensure that all guest bills are closed out and payments are collected and resolved and report all discrepancies to the Management for awareness. 
  • Assist with guest luggage when needed to ensure a seamless check-in process
  • Conduct tours of the property showcasing all that The Garden District Hotel has to offer
  • Conduct property walks with the GM/AGM to identify potential problems before they arise, while always thinking about how to improve the guest experience. 
  • Ensure the welcome lobby, hallways, main entrance, and all outdoor spaces are clean and presentable for guests at all times.
  • Create SOPs when needed to ensure that the front desk operations are running as smoothly as possible. (must discuss with Management before implementing) 
  • Keep stock of guest amenities and order or notify a manager when orders are necessary

Qualifications:

  • High school diploma or equivalent; additional education in hospitality management is a plus.
  • Previous experience in a hotel front desk or supervisory role preferred.
  • Excellent communication and interpersonal skills.
  • Ability to handle multiple tasks and work in a fast-paced environment.
  • Strong problem-solving skills and attention to detail.
  • Proficiency with hotel management software and Microsoft Office Suite.


Equal Opportunity Employer: Dreamscape Hospitality is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age. We are committed to creating a diverse and inclusive workplace.

Compensation

Competitive salary, commensurate with experience.


This job description is not intended to be all-inclusive; additional details will be specified by the direct supervisor. The associate may also perform other reasonable business duties assigned by their direct supervisor. 

Dreamscape Hospitality reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.


Requirements:

Physical Requirements:

Ability to stand or sit for extended periods.

Ability to lift and carry items up to 25 pounds.

Ability to handle repetitive tasks.