Front Desk Lead | Sarasota Art Ovation Hotel
About The Position
The Front Desk Lead supports the daily morning operations of the hotel front desk by working alongside the Front Office leadership team and front desk staff to ensure smooth, efficient, and guest-focused service. This role serves as an operational resource and first point of escalation for routine guest concerns, while maintaining high service standards and adherence to hotel policies. This position is not a supervisory role and does not include disciplinary authority, formal coaching or counseling responsibilities, payroll management, or department oversight outside of the front desk.
Requirements
- At least 6 months of previous hotel front desk experience required
- Strong guest service and communication skills
- High school graduate or equivalent, some college preferred.
- Ability to multitask and remain calm in a fast-paced environment
- Strong attention to detail and organizational skills
Nice To Haves
- Working knowledge of OPERA preferred
Responsibilities
- Actively organize, prioritize, and drive front desk workflow during AM operations to ensure efficiency and guest satisfaction.
- Work collaboratively with other members of the Front Office leadership team to maintain operational consistency
- Process all guest check-ins and check-outs in accordance with established hotel standards and procedures
- Adhere strictly to payment, cash handling, and credit policies and procedures
- Communicate effectively with Housekeeping, Engineering, and other departments to expedite guest requests and resolve routine concerns
- Serve as the first point of escalation for guest satisfaction issues, referring to high-level or complex escalations to management
- Generate, print, and distribute daily reports to designated departments and personnel as needed
- Monitor and maintain cleanliness, sanitation, and organization of the front desk, back office, and lobby areas
- Maintain complete knowledge of hotel amenities, features, room types, rates, availability, and expected arrivals/departures
- Train front desk team members on front desk systems, procedures, and service standards
- Ensure brand standards and service expectations are consistently upheld at the front desk
- Must be available to work a flexible schedule, including weekends, holidays, and varied shifts
- Position will primarily maintain a consistent weekly schedule, with flexibility to cover PTO as needed
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
