Overnight Front Desk Agent - Montauk, NY

Brief Description

The Lead Front Desk Agent is dedicated to delivering exceptional hospitality and service excellence, with a focus on creating memorable guest experiences from arrival to departure, while driving operational efficiency and employee engagement within the Front Office. Situated at a family-friendly resort destination, this role features an array of premium amenities, including family-oriented activities, spacious accommodations, a vibrant pool area, and personalized guest services tailored for all ages.

The Lead Front Desk Agent will play a pivotal role as the primary guest-facing leader, executing the shared vision of the ownership group for this distinguished property. This position collaborates closely with all hotel operations, including housekeeping, sales, maintenance, and food and beverage departments. The Lead Front Desk Agent is responsible for maximizing guest satisfaction, directly supervising and mentoring the Front Desk team, ensuring seamless service delivery, enhancing the overall guest experience, and fostering a culture of excellence among the team. The ideal candidate will possess strong leadership abilities, luxury service expertise, and a passion for creating unforgettable moments for families in a welcoming resort environment.

LOCATION: Sag Harbor, NY

Primary Responsibilities/Essential Functions

• Lead and supervise the Front Desk team during assigned shifts, ensuring smooth and efficient check-in, check-out, and guest service operations.
• Collaborate and coordinate closely with Housekeeping, Valet, and Concierge teams to ensure seamless service delivery and address immediate operational needs.
• Serve as the primary point of contact for complex guest inquiries, complaints, and service issues, resolving them promptly and professionally to ensure a positive guest environment.
• Manage Front Desk staffing levels and task assignments, ensuring adequate coverage for all operational hours and escalating any critical support needs to the management team.
• Assist in the onboarding and training of new Front Desk Agents, providing ongoing coaching, guidance, and support to foster a culture of excellence.
• Ensure the Front Desk operation adheres to all hotel safety and security protocols, and perform regular checks of the lobby and key guest areas to maintain a secure environment for guests and staff.
• Maintain the cleanliness, organization, and full functionality of the Front Desk and lobby area, coordinating with Housekeeping and Maintenance for support in adjacent public spaces.
  
  

Requirements

• Proven ability to lead a small team, train new ambassadors, and delegate tasks effectively.
• Extensive experience in guest or customer service, preferably in a supervisory or senior role.
• Deep knowledge of the local area: including things to do, places to go, and enthusiasm to acquire new information for the team.
• Is warm, highly hospitable, and enjoys mentoring and coaching team members in guest interactions.
• Genuine desire to be helpful: able to jump in and assist other departments when necessary, and able to coordinate departmental efforts.
• Works cooperatively with others in all situations and fosters a collaborative team environment.
• Exceptional organizational skills, a strong work ethic, and superior attention to detail.
• Clear and professional understanding of the English language (verbal and written) for effective communication and documentation.
• Flexible in schedule and willing to meet the demands of a complex operation, including occasional shift coverage for management.
• Ability to lift up to 40 lbs and stand, up to 8 hours per shift.
  
  

Summary

Established in January 2025, Collared Martin Hospitality operates the Faraway brand, along with a collection of independent lifestyle & luxury boutique hotels, restaurants, and cocktail clubs. Currently, we operate across Blue Flag Capital's award-winning portfolio of more than $1 billion of hospitality real estate assets. We value the power of genuine, personal relationships, inspired by the Collared Martin’s symbolism of exploration, loyalty, and homecoming. Our commitment to infusing soul back into hospitality and creating a culture rooted in profound attention to detail and local authenticity ensures that every interaction is an opportunity to connect and inspire. We pride ourselves in making each property a destination that resonates with its setting, where the experience itself becomes the true souvenir.