Lead Hospitality Associate

Opensity Solutions • Phoenix, AZ

2d • $0 - $28 • Onsite

About The Position

The Lead Hospitality Associate is responsible for overseeing daily hospitality operations and ensuring the delivery of exceptional guest experiences across all service touchpoints. This role supervises hospitality staff, coordinates with cross-functional departments, and ensures operational excellence in guest services. The position is non-exempt and reports to the Client Relations Manager or Client Relations Director.

Requirements

• High school diploma or equivalent required
• 2–3 years of experience in hospitality, guest services, or customer-facing operations
• Experience in a supervisory or lead capacity preferred
• Microsoft Office Suite (Word, Excel, Outlook)
• Reservation systems
• Guest service platforms
• Basic reporting tools
• Ability to lift or move 40 lbs. or greater
• Ability to grasp, lift or carry packages on a standard wheeled cart with a load capacity of 75 lbs.
• Ability to walk, bend, kneel, stand or sit for an extended period of time

Nice To Haves

• College degree preferred or equivalent experience

Responsibilities

• Deliver a welcoming and personalized guest experience to ensure high levels of customer satisfaction
• Anticipate guest needs and provide tailored recommendations and service enhancements
• Resolve guest inquiries, complaints, and service issues in a timely and professional manner
• Supervise and support hospitality staff including front desk, concierge, and guest service teams
• Conduct team meetings, training sessions, and performance coaching activities
• Oversee daily front desk operations including check-in, check-out, and reservation management
• Coordinate with housekeeping, maintenance, and other departments to ensure seamless operations
• Monitor guest feedback and implement service improvements based on insights and trends
• Support guest retention strategies including loyalty programs and personalized engagement
• Analyze key performance indicators (KPIs) to drive service excellence and operational improvements

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid Time Off (PTO)
• Annual bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED