Front Desk Team Lead

Duties and Responsibilities

• Provide day to day leadership, and support to the Front Desk team.
• Organize daily tasks and ensure efficient front desk operations.
• Greeting guests and successfully completing the check in and check out processes in a timely and pleasant manner
• Creating and managing hotel reservations from third party bookings, telephone inquiries, walk-in guests and internal bookings.
• Lead by example by demonstrating professionalism and delivering exceptional guest service.
• Train, coach, and motivate team members to maintain high service standards.
• Manage incoming internal and external telephone calls in a courteous and efficient manner.
• Welcome guests and ensure a seamless check-in and check-out experience.
• Respond promptly and professionally to guest inquiries received by phone, email, and third-party booking platforms.
• Maintain thorough knowledge of guest room types, hotel amenities, property features, and local attractions to effectively assist guests and promote hotel services.
• Accurately process and manage room reservations.
• Remain informed of daily hotel operations, including arrivals, departures, in-house guests, group bookings, special events, and departmental communications.
• Review daily arrivals and departures to verify reservation accuracy and accommodate guest requests whenever possible.
• Clearly communicate hotel policies and procedures to guests.
• Audit guest folios, verify daily charges, and resolve billing discrepancies as required.
• Review final guest accounts and process payments during check-out.
• Handle cash, credit, debit, and gift card transactions in accordance with hotel policies and financial procedures.
• Resolve guest concerns and complaints promptly, professionally, and with a focus on guest satisfaction.
• Conduct thorough shift handovers to ensure critical operational information is communicated to the incoming team.
• Monitor team performance to ensure compliance with hotel standards, policies, and service expectations throughout each shift.
• Provide coverage for Front Desk and Night Audit shifts as operational needs require.

We Offer:

• 50% off meals while working or when visiting as a guest
• Health and dental benefits
• Opportunity to attend free shows and events
• Fun work environment with opportunities for development and career advancement

 Requirements

• 2+ year of hotel front desk experience is required.
• Previous supervisory or leadership experience is preferred.
• Post-secondary education in hospitality is an asset.
• Strong verbal and written communication skills in English.
• Excellent telephone etiquette and customer service skills.
• Highly organized, with strong multitasking and prioritization skills.
• Demonstrated decision-making and problem-solving capabilities.
• Ability to work cohesively with fellow colleagues as part of a team, as well as independently in a fast-paced environment.
• Available to work varied shifts, including days, evenings, weekends, and holidays.
• Must be available to work occasional overnight shifts.