Front Desk Lead Agent

Location
:
The Charter Hotel - Seattle, WA

Under the general supervision, the Front Desk Lead plays a key role in ensuring the seamless operation of the Front Desk and in delivering exceptional guest experiences from check-in through check-out. In addition to providing excellent service, the Lead Agent assists in training and mentoring Front Desk team members, resolving escalated guest concerns, and supporting departmental leadership in upholding service standards.

• Serves as a point of contact for escalated guest concerns, resolving issues promptly and professionally to ensure guest satisfaction.
• Welcomes and registers guests expeditiously, providing information as needed, obtaining identification and credit and/or check approval per hotel policy. Confirms and modifies details required to complete the registration process.
• Leads by example by upholding high service standards and ensuring fellow Front Desk Agents follow proper check-in, check-out, and cashiering procedures.
• Supports and guides team members during high-volume periods, ensuring smooth operation of the Front Desk.
• Provides ongoing support, coaching, and feedback to Front Desk team members as directed by Front Office leadership.
• Upsells guest rooms, food & beverage outlets (if applicable), and promotes seasonal hotel promotions to guests.
• Coordinates Concierge services and makes reservations for dining, transportation, and entertainment.
• Maintains strong knowledge of hotel amenities, Company standards, and local attractions.
• Collaborates with all hotel departments to maintain high guest satisfaction and efficient operations.
• Maintains a comprehensive understanding of hotel history, services, facilities, rates, and available packages.
• Thanks guests with genuine appreciation upon departure and actively seek feedback: "Is there anything we could have done to make your stay more enjoyable?"
• Posts charges to individual or group accounts accurately.
• Manages and reconciles cash and credit transactions, including handling third-party and advance-purchase reservations.
• Records and communicates important shift details and follow-through using the Front Desk log.
• Assists with scheduling, training, and onboarding of new team members as assigned.
• Participates in and leads special projects or initiatives as needed.
• Attendance is a key component of this position.
• Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
• Maintains open and effective communication with team members and management.
• Attends and participates in team meetings.
• Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties and responsibilities as assigned.

• High school diploma or equivalent.

• A minimum one (1) year of experience in related field required.
• No supervisory experience required.

Oversees and coordinates the department's activities, with a focus on supervisory and organizational goals. While a portion of the time may involve performing tasks similar to those of direct reports, the primary responsibilities are related to management and coordination. Analyzes and resolves issues, establishes work methods, ensures regulatory compliance, and maintains productivity. Uses judgment within established procedures and policies to make appropriate decisions and take necessary actions.

Specific supervisory duties include, but are not limited to the following:

• Orientates and trains.