Lead Front Desk Agent

Sage Hospitality•New Orleans, LA

1d•Onsite

About The Position

The Lead Front Desk Agent at Hotel de la Poste translates the property's Creole-inspired identity into day-to-day coaching and coordination that supports excellent service. At an intimate property near Bourbon Street, the front office team shapes guests’ experience from arrival through departure. The role handles front desk operations, guest inquiries and reservations, payments, telephone services, and customer relations while helping create a welcoming, inclusive environment grounded in kindness, hospitality, and excellence. The position requires leading-team experience, a high school diploma or equivalent, customer service experience, cash-handling and basic mathematical skills, English fluency, strong organization, and the ability to manage multiple tasks and customer concerns. The work is primarily indoors at a climate-controlled workstation; it involves extended standing, repeated bending and kneeling, moving around the hotel, and occasional lifting or carrying of items up to 25 pounds.

Requirements

High school diploma or equivalent.
Experience leading a team.
High school graduate-level mathematical aptitude; knowledge of standard cash-handling procedures and computerized cash register systems.
Past experience dealing directly with the public and general knowledge of basic customer service skills.
Fluency in oral and written English.
Ability to read written communications and a monochrome computer screen.
Ability to operate a computer, calculator, and telephone keyboards for cash handling and paperwork processing.
Ability to understand and follow verbal and written instructions, work on multiple tasks at a time, and communicate verbally and in writing.
Ability to use tact and understanding when addressing customer-service problems, including stressful and highly emotional situations.
Strong organization and attention to written and verbal details, particularly while performing multiple tasks.
Ability to meet the physical demands of the role, including extended standing, repeated bending and kneeling, reaching all hotel areas, and occasional carrying or lifting of files and office items up to 25 pounds.

Responsibilities

Greet arriving guests and complete check-in procedures using manual and computerized methods.
Facilitate guest check-outs, close guest accounts, and prepare rooms for the next sale using established procedures.
Calculate and post payments, receipts, guest accounts, and other forms of credit accurately, following cash-handling procedures and maintaining hotel records.
Answer inquiries and accept reservations in person and by telephone; accurately communicate rates and hotel information and use suggestive selling techniques to increase room nights, occupancy, and revenue.
Maintain good customer relations by staying informed about in-house and area functions and providing timely, knowledgeable responses to questions and concerns.
Operate PBX equipment to accept incoming calls, assist with outgoing calls, schedule wake-up calls, and page guests.
Control front desk cash transactions and maintain responsibility for a personal bank in accordance with hotel policy.
Maintain a friendly, cheerful, and courteous demeanor.
Perform other duties as assigned, requested, or deemed necessary by management.

Benefits

Medical, dental, and vision insurance.
Eligibility to participate in the Company’s 401(k) program with employer matching.
Health savings and flexible spending accounts.
Basic life and AD&D insurance.
Discounted room rates for Marriott and Sage properties.
Employee Assistance Program.
Discounts on hotels, restaurants, and other offerings.
Eligibility to participate in the Employee Referral Bonus Program, with up to $1,000 per referral.
Competitive health and welfare plans.
Negotiated corporate discounts on home insurance, movie tickets, flowers, and more.
Community-oriented work environment.
Fun and exciting work environment.