What are the responsibilities and job description for the Lead Front Desk Agent position at La Quinta Inn?
Position Summary:
The Lead Front Desk Agent is responsible for overseeing front desk operations during assigned shifts, ensuring exceptional guest service, and supporting front desk staff. This role serves as a leader on duty, with a strong focus on training and educating new front desk agents while maintaining smooth daily operations.
Key Responsibilities:
Guest Service & Operations
- Greet and check in/check out guests efficiently and professionally
- Handle guest concerns, complaints, and special requests with a solution-oriented approach
- Ensure high levels of guest satisfaction and maintain brand/service standards
- Monitor lobby activity and maintain a clean, welcoming front desk area
Team Leadership & Training
- Supervise front desk staff during shifts and provide ongoing support
- Train, mentor, and educate new front desk agents on systems, procedures, and customer service standards
- Lead by example in professionalism, appearance, and guest interaction
- Act as the first point of escalation for front desk issues before involving management
- Provide continuous coaching and performance feedback to team members
- Assist management in onboarding and developing front desk staff
Administrative & Systems
- Manage reservations and room assignments
- Balance cash drawer and ensure accurate billing and payment processing
- Review daily reports, arrivals/departures, and occupancy levels
- Ensure compliance with hotel policies, safety procedures, and brand standards
Coordination
- Communicate effectively with housekeeping, maintenance, and management teams
- Ensure rooms are ready and coordinate early check-ins/late check-outs
- Assist with group bookings and special events as needed
Qualifications:
- Previous front desk or hospitality experience required (3–6 years preferred)
- Prior supervisory or training experience preferred
- Strong communication and problem-solving skills
- Ability to multitask in a fast-paced environment
- Basic computer skills and familiarity with hotel management systems (PMS)
- Flexible schedule, including nights, weekends, and holidays
Salary : $12 - $17