The Front Desk Lead serves as the operational leader of the Front Desk during assigned shifts, ensuring exceptional guest experiences, team accountability, and seamless day-to-day operations. Working closely with the Front Desk Manager, this role provides hands-on leadership through coaching, training, and supporting front desk associates while maintaining the highest standards of guest service, professionalism, and operational accuracy.
As the primary point of contact for front desk team members, the Front Desk Lead is responsible for guiding employees through daily procedures, reinforcing service standards, ensuring cash handling and billing accuracy, and addressing complex guest situations with confidence and professionalism. This role requires strong attention to detail, sound judgment, and the ability to lead with kindness while effectively managing service recovery and de-escalation situations.
The Front Desk Lead partners closely with housekeeping, maintenance, spa, and other resort departments to ensure a seamless guest journey from reservation and arrival through departure. By fostering a culture of accountability, teamwork, and hospitality excellence, this position plays a critical role in delivering the welcoming and restorative experience guests expect at our hot springs resort.
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Support the Front Desk Manager in overseeing daily front desk and guest services operations
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Serve as the on-shift lead, acting as a point of contact for front desk associates and assisting with real-time decision-making
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Lead by example through hands-on guest service, including check-ins, check-outs, reservations, and guest inquiries
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Assist with staff scheduling, task assignments, and shift coverage as needed
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Ensure consistent application of service standards, policies, and procedures
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Address guest concerns and service recovery issues promptly and professionally
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Assist with training and onboarding of new front desk team members
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Coordinate with housekeeping, maintenance, and spa departments to ensure smooth guest experiences
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Handle cash, billing, and payment processing in accordance with hotel policies
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Monitor lobby presentation and ensure a welcoming, organized front desk environment
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Previous front desk or guest services experience in a hotel or resort environment required
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Prior lead, supervisor, or key-holder experience preferred
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Strong communication, interpersonal, and problem-solving skills
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Ability to remain calm and professional in a fast-paced, guest-facing environment
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Experience with property management systems (PMS) preferred
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Availability to work flexible schedules, including evenings, weekends, and holidays
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Leadership and team support
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Guest-focused service mindset
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Conflict resolution and service recovery
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Time management and multitasking
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Attention to detail and accuracy
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Resort-style hotel located in Colorado’s Rocky Mountains
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High guest interaction in a wellness-focused, hot spring setting
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Fast-paced, service-oriented front desk environment
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Competitive hourly wage based on experience
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Health (50% of premium covered) & dental (Full time hourly employees eligible)
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Paid time off and holiday incentive pay
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Resort perks, including rooms and water amenities
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Opportunities for growth within a unique mountain resort setting
