Lead Front Desk Agent

StepStone Hospitality•Charlotte, NC

11d•Onsite

About The Position

At Holiday Inn Express Ballantyne, we believe great guest experiences begin at the front desk. We are looking for an experienced, energetic, and service-driven leader in hospitality to help lead our front desk team while delivering the warm hospitality that IHG guests expect. This role is ideal for someone with previous hotel front desk experience who enjoys mentoring others, solving problems, and creating memorable guest experiences.

Requirements

Previous hotel front desk experience required.
Experience with hotel property management systems required
Excellent communication and customer service skills.
Strong organizational and problem-solving abilities.
Ability to multitask in a fast-paced environment.
Flexible availability, including weekends, holidays, and evening shifts.
High school diploma or equivalent required.

Nice To Haves

Prior supervisory or leadership experience preferred.

Responsibilities

Welcome guests with a friendly, professional, and positive attitude.
Assist with daily front desk operations, including check-in, check-out, reservations, and guest inquiries.
Support and coach Front Desk Agents to ensure exceptional guest service.
Serve as the first point of contact for guest concerns and resolve issues promptly and professionally.
Assist with scheduling, shift coverage, training, and onboarding of new team members.
Ensure accurate cash handling and balancing of daily transactions.
Monitor room availability, upgrades, and special guest requests.
Maintain IHG brand standards and ensure compliance with hotel policies and procedures.
Work closely with Housekeeping, Maintenance, and other departments to ensure seamless guest experiences.
Perform additional duties as assigned by hotel management.