Guest Service Agent Lead

Hersha Hospitality Management LP•Anaheim, CA

10d•Onsite

About The Position

The Guest Service Agent Lead plays a critical role in delivering an exceptional guest experience while supporting the daily operations of the front desk. This role involves leading, coaching, and supporting front desk team members to ensure a seamless and efficient operation. The Guest Service Agent Lead will act as the first point of contact for guest concerns and resolve issues professionally, ensuring all front desk functions are executed with accuracy and excellence. Additionally, this role involves training and mentoring new team members, maintaining high standards, and adapting quickly to changing needs. Ownership of responsibilities and outcomes, collaboration with other departments, and assistance with scheduling, shift coverage, and operations are key aspects of this position. Support with auditing, cash handling, and compliance is also required.

Requirements

Previous hotel front desk experience required
Strong communication and interpersonal skills
Leadership and team development ability
Ability to multitask in a fast-paced environment
Flexible schedule including nights, weekends, and holidays

Nice To Haves

Supervisory experience preferred
Experience with property management systems preferred

Responsibilities

Lead, coach, and support front desk team members to ensure a seamless and efficient operation
Deliver exceptional guest service
Act as the first point of contact for guest concerns and resolve issues professionally
Ensure all front desk functions are executed with accuracy and excellence
Train and mentor new team members
Maintain high standards
Adapt quickly to changing needs
Take ownership of responsibilities and outcomes
Collaborate with other departments for seamless guest experience
Assist with scheduling, shift coverage, and operations
Support auditing, cash handling, and compliance