Lead Guest Service Agent | Hotel Belvoir| Springfield, VA

PM Hotel Group

10h•Onsite

About The Position

You’ll be at the center of the hotel’s energy—the front office. As our Lead Guest Service Agent, you’ll lead by example, bring warmth and enthusiasm to every interaction, and inspire the team to deliver standout guest experiences with a smile that sets the standard. You’ll create a warm, welcoming environment for every guest while supporting and guiding the front desk team to deliver consistently excellent service from check-in to check-out. You’ll own the front desk operation—leading by example, jumping in where needed, and ensuring the guest experience runs smoothly at all times. If you’re naturally upbeat, guest-focused, and thrive in a fast-paced environment, this could be the perfect fit.

Requirements

High School diploma or equivalent required
A true people-person who enjoys working with guests and supporting a team
Ability to stay calm, positive, and solutions-focused—even under pressure
Strong communication skills and a professional, service-driven mindset

Nice To Haves

Prior front desk or hospitality experience preferred (lead or supervisory experience a plus)

Responsibilities

Serving as the primary point of contact at the front desk and a role model for guest service excellence
Supporting, training, and assisting Guest Service Agents during shifts
Ensuring smooth check-in and check-out experiences while resolving guest concerns with professionalism and care
Maintaining clear communication with guests, team members, and leadership in a fast-paced environment
Sharing your knowledge of local restaurants, entertainment, and events to enhance the guest experience
Handling cash and transactions accurately and responsibly
Using property management systems, computers, and databases to manage reservations and guest needs efficiently
Taking ownership of the front desk area and helping ensure standards, procedures, and service expectations are consistently met.