Lead Guide (Front Desk Supervisor)

The Lead Guide plays a vital role in supporting the Operations Manager in overseeing the daily operations of the hotel, ensuring optimal performance, and driving continuous improvement in both guest and associate satisfaction. Operating hands-on, the Guest Services Supervisor is involved in managing hourly staff, including scheduling, directing, overseeing daily activities, and providing training.

Key Responsibilities:

Commitment to Guest Experience: Demonstrates and fosters a 100% commitment to delivering the best possible experience for guests.

Managerial Functions:

Gains proficiency in all managerial functions and operations at the hotel level, collaborating closely with other managers.

Training and Compliance:

Ensures timely training of all associates, promoting adherence to company policies, and reporting safety and security issues promptly.

Operational Excellence:

Upholds and enforces compliance with policies, rules, and standards at the property level, driving company initiatives to enhance revenue, reduce costs, and improve satisfaction.

Guest Service Resolution:

Serves as the first level of management contact for guest service issues, resolving them promptly or escalating to the Operations Manager when necessary.

Leadership and Professionalism:

Demonstrates professionalism, embraces a service-oriented culture, and treats guests and associates with respect and kindness.

Teamwork and Training:

Assists in interviewing, onboarding, and training new associates, fostering a positive work environment through teamwork, energy, enthusiasm, and recognition.

Multi-Tasking and Relief Duties:

Actively participates in daily team meetings, provides guidance, encouragement, and corrective action when necessary. Performs other relief or back-up duties as needed, including front desk coverage and housekeeping.

Qualifications

- Minimum of 1 years of experience in hotel operations management

- Strong supervisory skills with experience in leading and developing a team

- Exceptional customer service skills with a focus on guest satisfaction

- Proficiency in multi-line phone systems and front desk operations

- Bilingual or multilingual proficiency is a plus

- Knowledge of human resources practices in a hotel setting

- Familiarity with night audit procedures

Job Type: Full-time

Pay: $24.00 per hour

Benefits:

• Health insurance
• Paid time off

Work Location: In person