Front Desk Lead

Support the overall operations of the Front Desk and guest experience at All Inn

Support the overall operations of the Front Desk and guest experience at All Inn by leading daily service delivery, coaching team members, and ensuring a warm, accurate, and efficient arrival-to-departure experience. Respond to guest inquiries with professionalism and hospitality, assist with training and communication, and act as the primary support to the General Manager in driving service standards, safety, and operational consistency.

This role serves as a working lead, actively performing front desk duties while guiding the team, supporting scheduling and communication, and helping maintain a safe, organized, and guest-focused environment.

• Support the General Manager in training, coaching, and onboarding front desk team members.
• Provide daily guidance, feedback, and support to ensure consistent service and adherence to standards.
• Assist with scheduling, labor monitoring, and daily punch corrections with proper documentation.
• Help maintain a positive, inclusive, and accountable team culture aligned with Imprint Hospitality values.
• Serve as the point of contact for team questions or escalations when the GM is not present.
• Assist with recruiting efforts by participating in interviews and providing candidate feedback.

• Greet guests and complete check-in and check-out procedures using manual and computerized systems.
• Provide accurate information about hotel services, amenities, and local recommendations.
• Answer inquiries courteously and accept reservations using suggestive selling techniques to increase occupancy and revenue.
• Operate PBX equipment, manage incoming/outgoing calls, and schedule wake-up calls.
• Respond promptly and professionally to guest concerns, complaints, and service recovery opportunities.
• Coordinate group arrivals, departures, and guest transportation needs as appropriate.
• Maintain a friendly, cheerful, and courteous demeanor at all times.
• Accurately calculate, post, and reconcile guest charges, receipts, and credits using proper cash-handling procedures.
• Maintain responsibility for personal bank and ensure adherence to cash-handling standards.
• Assist the GM with inventory management, supply ordering, and expense control.
• Support daily rate management, hotel balancing, and selling strategies to maximize occupancy and revenue.
• Keep the Market stocked, organized, and inventoried.
• Perform Night Audit duties as required.

• Ensure safety and emergency procedures are followed to protect guests, employees, and company assets.
• Train and enforce guest check-in and security procedures; report suspicious activity to leadership.
• Maintain clear communication with the hotel team regarding daily activities, guest needs, and operational updates.
• Ensure all Front Desk Associate duties are completed daily, including checklists, room status updates, guest request logs, and wake-up logs.
• Support the GM in implementing emergency training and safety protocols.

• Maintain cleanliness and organization of the lobby, market, recreation, and breakfast areas.
• Partner with housekeeping and maintenance to ensure rooms and public spaces are clean, safe, and in working order.
• Assist with special projects, renovations, and property-wide initiatives as needed.
• Run errands using personal or company vehicle to pick up or drop off supplies, equipment, or furnishings.
• Perform other duties as assigned.

• Committed to excellence
• Transparent
• Courageous
• Intentional
• Competitive
• Creative
• Dynamic
• Nimble
• Engaging
• Fun
• Detail oriented

• Lift, push, pull, and carry up to 50 pounds.
• Frequently bend and kneel to assist guests or complete tasks.
• Stand for extended periods and work at a computer for most of the shift.
• Respond quickly in emergencies with full mobility.

• Experience leading others in a fast-paced service environment.
• Strong knowledge of guest service practices and front desk operations.
• Ability to use computers, email, Microsoft Office, and property management systems.
• Manual dexterity, problem-solving skills, and attention to detail.
• Strong communication skills, both verbal and written.
• The ability to remain calm, tactful, and effective during stressful or emotional guest interactions.
• Good physical condition and willingness to work a flexible schedule, including weekends or overtime as needed.

Note:

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.