Lead Front Desk Agent

Concord Hospitality Enterprises•Calgary, AB

23d•Onsite

About The Position

We are seeking a passionate and service-driven Lead Front Desk Agent to support the daily operation of our Front Office team. This hands-on leadership role is responsible for providing shift leadership in the absence of a manager or supervisor, ensuring exceptional guest experiences, championing brand standards, and supporting the onboarding and development of new associates. The successful candidate leads by example, inspires teamwork, and is committed to delivering warm, personalized service while ensuring operational excellence throughout every shift.

Requirements

An experienced Front Desk professional with previous leadership or senior Front Desk experience in a full-service hotel.
Passionate about delivering exceptional hospitality and creating memorable guest experiences.
A natural leader who enjoys coaching, mentoring, and supporting the growth of others.
Confident making decisions and leading a shift in the absence of a manager or supervisor.
A strong advocate for brand standards, service excellence, and operational consistency.
An outstanding communicator with exceptional interpersonal and conflict-resolution skills.
Highly organized with excellent attention to detail and the ability to prioritize competing demands.
Comfortable working in a fast-paced environment while maintaining professionalism and composure.
Proficient with hotel property management systems (Opera experience is considered an asset) and Microsoft Office applications.
Flexible and available to work a variety of shifts, including mornings, evenings, weekends, and holidays.
Physically able to stand and walk for extended periods and occasionally lift or move items up to 20 pounds.

Nice To Haves

Opera experience is considered an asset

Responsibilities

Provide shift leadership and operational support in the absence of a Front Office Manager or Supervisor, ensuring smooth day-to-day operations.
Lead by example by delivering exceptional guest service and creating memorable guest experiences from arrival through departure.
Champion brand standards and ensure all front desk procedures, service standards, and guest interactions consistently reflect company expectations.
Assist with the onboarding, orientation, and training of new Front Desk associates, providing coaching, guidance, and ongoing support.
Support the continued development of the team by reinforcing best practices, providing constructive feedback, and recognizing successes.
Respond confidently and professionally to guest concerns, resolving issues promptly while empowering associates to deliver outstanding service.
Ensure all arrivals, departures, reservations, billing, and guest requests are handled accurately and efficiently.
Monitor daily operations to ensure cleanliness, organization, and presentation standards are maintained throughout the Front Desk and lobby areas.
Assist with room assignments, guest preferences, and special requests to maximize guest satisfaction.
Support communication between Front Office and other hotel departments to ensure seamless guest experiences.
Complete opening, shift change, and closing responsibilities, ensuring accurate cash handling and balancing procedures are followed.
Maintain knowledge of hotel services, amenities, promotions, local attractions, and guest programs.
Ensure compliance with company policies, safety procedures, and privacy standards.
Foster a positive, collaborative, and professional work environment while promoting teamwork and accountability.