Front Desk Lead

AIRE Ancient Baths•Chicago, IL

3d•Onsite

About The Position

The Front Desk Lead is a senior member of the reception team who leads by example and supports the consistent delivery of AIRE's service standards. While remaining actively involved in frontline operations, the role provides day-to-day guidance to Receptionists, helps ensure a smooth operation and exceptional guest experience, and does the department's more sensitive tasks like cash handling, tip management, sales and upselling, guest concerns, and special requests.

Requirements

Have a minimum of 2 years’ experience in a front desk role, required.
Possess excellent verbal and written communication skills, required.
Maintain company standards of luxury, glamour, warmth, energy, and accommodation.
Possess a strong customer service mentality with experience catering to high-end clientele.
Display a friendly, energetic, outgoing, and personable demeanor.
Have a heightened sense of organization and can follow detailed instructions.
Can prioritize, organize, and make appropriate judgment calls in a fast-paced environment.
Have the ability to stand for prolonged periods of time; bend and lift up to 20 pounds.
Must be flexible with their schedule.

Nice To Haves

Degree in Tourism, Hospitality / Business Administration, preferred.
Have at least 1-2 years of supervisor experience, preferred.
Proficient in Microsoft Office, preferred.

Responsibilities

Oversee reception desk opening and closing procedures.
Leading by example and promoting the consistent delivery of AIRE’s service standards.
Managing guest check-outs, payments, cash reconciliations, and tip distribution processes, ensuring accuracy while confirming guest satisfaction and addressing any concerns before departure.
Acting as the first point of escalation for guest concerns, complaints, and special requests, resolving issues whenever possible and escalating when necessary.
Performing active sales and upselling of experiences, retail products, and enhancements to maximize guest satisfaction and revenue opportunities.
Ensuring cleanliness, organization, ambiance, and brand standards are maintained in the hole area: reception, backstage of reception, guest restrooms.
Supporting the daily coordination of reception activities, acting as the main operational reference for the team during the shift and the primary point of contact with the Bathhouse team.
Monitoring reception inventory and reporting replenishment needs.
Managing L&F articles
Operating reservation, payment, and operational systems accurately and efficiently while supporting check-in and reception duties when required.
Providing day-to-day guidance and coaching to Receptionists, promoting best practices, accountability, teamwork, and compliance with AIRE standards.
Acting as the main operational reference for the reception team during the shift in the absence of the Manager or Assistant Manager, while serving as the primary point of contact with the Bathhouse team.