Lead Guest Service Agent | Hotel Belvoir| Springfield, VA

PM New•Springfield, VA

1d•Onsite

About The Position

The Lead Guest Service Agent will be at the center of the hotel’s front office, leading by example and inspiring the team to deliver standout guest experiences. This role involves creating a warm, welcoming environment for every guest, supporting and guiding the front desk team to ensure consistently excellent service from check-in to check-out. The Lead Guest Service Agent will own the front desk operation, jumping in where needed to ensure the guest experience runs smoothly at all times. The ideal candidate is naturally upbeat, guest-focused, and thrives in a fast-paced environment, capable of handling guest challenges with grace.

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