Hotel Front Desk Lead / Operations Lead
Job Type: Full-Time
Overview
Best Western Medical Center North Inn & Suites is seeking a motivated, hands-on Front Desk Lead / Operations Lead to help drive exceptional guest service and operational excellence.
This is a leadership position for someone who thrives in a fast-paced hotel environment and enjoys coaching employees, solving problems, and maintaining high operational standards. While the position is based at the front desk, the successful candidate will play a critical role in housekeeping quality, staff development, guest satisfaction, and overall hotel performance.
The ideal candidate is someone who takes ownership, leads by example, and understands that cleanliness, customer service, and team accountability are the foundation of a successful hotel operation.
Responsibilities
- Lead daily front desk operations, ensuring efficient check-in, check-out, reservations, and guest communication.
- Provide exceptional guest service and take ownership of guest concerns, complaints, and service recovery situations.
- Resolve guest issues professionally, promptly, and with the goal of creating positive outcomes.
- Train, coach, and mentor front desk and housekeeping team members on hotel standards, cleanliness expectations, guest service, and operational procedures.
- Hold employees accountable for meeting performance expectations through coaching, follow-up, and documentation when necessary.
- Conduct room and public area inspections to ensure cleanliness, presentation, and maintenance standards are consistently met.
- Work closely with housekeeping to improve room quality, efficiency, productivity, and consistency.
- Identify recurring cleanliness or operational issues and work with management to implement solutions.
- Ensure guest rooms are properly prepared and guest-ready prior to arrival.
- Coordinate with maintenance to address room deficiencies and guest concerns quickly.
- Assist with scheduling, shift coverage, and daily operational priorities.
- Complete or oversee night audit procedures as needed.
- Handle reservations, billing adjustments, cash handling, and front desk procedures accurately.
- Maintain strong communication between front desk, housekeeping, maintenance, and management teams.
- Assist hotel management with reporting, administrative tasks, and operational improvements.
- Maintain a professional, welcoming lobby environment and represent the hotel positively at all times.
Qualifications
- Minimum of 2 years of hotel front desk experience required.
- Previous supervisory, lead, or management experience preferred.
- Experience training and developing employees.
- Strong understanding of hotel operations, guest service, and housekeeping standards.
- Experience handling guest complaints and difficult situations professionally.
- Familiarity with hotel property management systems (PMS).
- Night audit experience preferred.
- Strong communication, leadership, and organizational skills.
- Ability to multitask and prioritize in a fast-paced environment.
- Flexible availability, including weekends and holidays.
- Bilingual (English/Spanish) is a plus.
What We're Looking For
The ideal candidate:
- Takes ownership of problems and follows through until they are resolved.
- Leads by example and maintains high standards for themselves and the team.
- Understands that room cleanliness and guest satisfaction are critical to hotel success.
- Has the ability to train, coach, and hold employees accountable.
- Remains calm and professional when handling guest concerns.
- Is dependable, detail-oriented, and committed to operational excellence.
- Is willing to be hands-on and actively involved in daily hotel operations.
Benefits
- Competitive hourly pay based on experience.
- Employee hotel discounts.
- Opportunities for advancement into hotel management.
- Leadership development and hands-on operational experience.
- Supportive ownership team focused on improving hotel performance.
Why Join Our Team?
At Best Western Medical Center North Inn & Suites, every team member has a direct impact on our guests' experience. We are looking for someone who wants to make a difference by building a stronger team, improving hotel standards, and helping create a consistently excellent guest experience.
If you are passionate about hospitality, enjoy leading teams, and want a role where your efforts directly impact success, we encourage you to apply.
Pay: From $14.00 per hour
Work Location: In person
