Front Desk Lead Agent

Lodging Dynamics•Seattle, WA

21d•Onsite

About The Position

Under general supervision, the Front Desk Lead plays a key role in ensuring the seamless operation of the Front Desk and in delivering exceptional guest experiences from check-in through check-out. In addition to providing excellent service, the Lead Agent assists in training and mentoring Front Desk team members, resolving escalated guest concerns, and supporting departmental leadership in upholding service standards.

Requirements

High school diploma or equivalent.
A minimum one (1) year of experience in related field required.
Ability to understand and follow both oral and written directions.
Ability to communicate effectively with others in English and interact successfully with internal and external customers.
Basic math skills.

Nice To Haves

No supervisory experience required.
Ability to adjust effectively to evolving work environments and shifting customer (internal/external) requirements.
Able to maintain a positive and professional working environment.
Fosters a culture of excellence.
Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.
Proficient in time management; the ability to effectively organize and manage multiple priorities.
Recognizes an emergency situation and takes appropriate action.
Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
Skilled in building and motivating a team, fostering a collaborative environment and inspiring high performance.
Analytical and problem-solving skills.
Strong focus on accuracy and precision.
Ability to work scheduled shifts, follow all timekeeping policies, and comply with federal, state, and local labor regulations, including those related to meal and rest breaks.
Performs well with frequent interruptions and/or distractions.
Ability to interpret and create policies, procedures, and manuals.
Able to communicate appropriately and effectively with all levels of management and external stakeholders.
Knowledge of key industry trends, best practices, regulations, and the current industry landscape.
Basic knowledge of Google Docs/Microsoft Word.
Basic knowledge of Google Sheets/Microsoft Excel.
Basic knowledge of Google Slides/Microsoft PowerPoint.
Basic knowledge of Gmail/Microsoft Outlook.

Responsibilities

Serves as a point of contact for escalated guest concerns, resolving issues promptly and professionally to ensure guest satisfaction.
Welcomes and registers guests expeditiously, providing information as needed, obtaining identification and credit and/or check approval per hotel policy. Confirms and modifies details required to complete the registration process.
Leads by example by upholding high service standards and ensuring fellow Front Desk Agents follow proper check-in, check-out, and cashiering procedures.
Supports and guides team members during high-volume periods, ensuring smooth operation of the Front Desk.
Provides ongoing support, coaching, and feedback to Front Desk team members as directed by Front Office leadership.
Upsells guest rooms, food & beverage outlets (if applicable), and promotes seasonal hotel promotions to guests.
Coordinates Concierge services and makes reservations for dining, transportation, and entertainment.
Maintains strong knowledge of hotel amenities, Company standards, and local attractions.
Collaborates with all hotel departments to maintain high guest satisfaction and efficient operations.
Maintains a comprehensive understanding of hotel history, services, facilities, rates, and available packages.
Thanks guests with genuine appreciation upon departure and actively seek feedback: "Is there anything we could have done to make your stay more enjoyable?"
Posts charges to individual or group accounts accurately.
Manages and reconciles cash and credit transactions, including handling third-party and advance-purchase reservations.
Records and communicates important shift details and follow-through using the Front Desk log.
Assists with scheduling, training, and onboarding of new team members as assigned.
Participates in and leads special projects or initiatives as needed.
Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
Maintains open and effective communication with team members and management.
Attends and participates in team meetings.
Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
Completes all required Company training/compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties and responsibilities as assigned.