Front Desk Lead

We are seeking a Front Desk Lead at the Hampton Inn, Wake Forest. The Front Desk Lead is a key leadership pillar responsible for overseeing daily front desk operations to ensure a seamless and efficient experience for all guests. You serve as the direct link between guest services and management, supervising front desk agents, resolving complex guest issues, and maintaining high standards of service and professionalism. Given the 24/7 nature of our business, you demonstrate a deep commitment to our people and property by being a flexible, reliable leader who is available across shifts and on call to support the team.

Lead & Inspire

• Directly supervise, lead, and train front desk agents and night auditors in daily front desk operations.
• Foster a positive, collaborative work environment that promotes genuine teamwork.
• Conduct staff meetings, brand training, and relay enrollment goals for guest rewards programs.
• Monitor staff performance, participate in candidate interviews, and recommend hires or disciplinary actions to the General Manager.
• Serve as the primary point of contact for complex guest issues and handle complaints in the manager's absence.

Drive Results & Revenue

• Manage group bookings and establish and maintain guest reservations.
• Complete advance purchases, review weekly money, and execute bank deposits in the manager's absence.
• Actively promote team participation in the Daly Detective Lead Program and reward enrollment initiatives.
• Assist with essential Daly Seven paperwork and reporting, including safe counts, shift counts, and key logs.
• Support the General Manager and Assistant General Manager with administrative duties and basic management tasks in their absence.

Ensure Safety & Standards

• Work flexible shifts, including first, second, and third (night audit) shifts, and serve as immediate coverage for employee call-outs.
• Remain available by phone for emergency situations when off property.Inspect 25% of guest rooms monthly as authorized for General Manager quality review.
• Monitor onsite safety measures, participate in safety meetings, and ensure emergency procedures are followed.
• Maintain complete compliance with Daly Seven, Inc. policies, franchise brand standards, and required training programs.

Qualifications

• Prior hotel and leadership experience.
• Minimum 1 year of experience with the brand.
• Excellent written and oral communication skills.
• Ability to stand for extended periods, lift up to 30 pounds, bend, stoop, and regularly navigate stairs.

Schedule

• Ability to work a schedule that includes mornings, nights, weekends, and holidays.