Front Desk Lead - AM SHIFT - Full Time With Benefits

The Front Desk Lead is primarily responsible for supervising the day-to-day operations of the Front Desk. This position will provide exceptional customer service and ensure the smooth operation of our front desk and reception area. 

The Front Desk Lead shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the SCP’s Culture & Core Values.

The Front Desk Lead is required to accurately record all hours of work through the use of SCP’s timekeeping system.  Accurately recording time is required in order to be sure that the Front Desk Lead is paid for all hours worked as required by the wage and hour laws.  

Working “off the clock” is strictly prohibited.  If any manager or supervisor directs you to, or suggests that you should, perform work while not “on the clock,” you must notify Regional Director of People Services immediately.  Similarly, the Front Desk Lead is not permitted to perform work after hours or from home without specific direction from their supervisor.  In the event such work is authorized, all time spent working must be reported on the employee’s time record. 

 We See You & We Want You On Our Team!

SCP is currently seeking a welcoming and knowledgeable Front Desk Lead for our hotel in Colorado Springs.

  Do you love providing exceptional service to guests? Surprise, delight, and service is your specialty! 

Competitive Pay & Opportunities for professional & personal growth.
          $17 an hour

Out-of-this-world benefits! Your Wellbeing is at the forefront of all that we do so we offer a variety of perks and benefits to take care of all of you.

It is important for us that you are doing the things you love to do inside and outside of work.  We value YOU, your mind, spirit, and the balance between work and LIVING.

If this sounds like your next dream job, learn more about the role below and apply online via the link today. We are looking forward to connecting with you! 

 Job Responsibilities:

• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.

• Observing guest reactions and conferring frequently with team members to ensure guest satisfaction.

• Maintain positive guest relations at all times. Resolve guest complaints to over-the-moon satisfaction.

• Follow hotel policies with lost and found items.

• Adhere to hotel requirements for guest and team member accidents or injuries and in emergency situations.

• Continuously promote sanitation, safety, and security efforts.

• Encourage Social Media/5-star compliments or reviews on OTA’s.

• Ensure security of guest room access.

• Maintain confidentiality, security, and integrity of organizational data.

• Team Leadership: train and support a team of front desk representatives. 

• Customer Service: Greet and assist visitors, clients, and guests in a courteous, friendly, and professional manner. Handle inquiries, complaints, and requests promptly and resolve issues to the satisfaction of all parties involved.

• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

• Front Desk Operations: Oversee the smooth operation of the front desk, including managing incoming calls, mail, and emails.

• Assist in booking room reservations, answering Hotel phone calls, and notifying guests of messages. 

• Responsible for maintaining an efficient and effective flow of information with guests, team members, managers, housekeeping, and other departments within the Hotel.

• Assist with monthly product inventory.

• Assist with 3rd party reconciliations.

• Maintain complete knowledge at all times of:

  • All Hotel features/services, hours of operation.

  • All room types, numbers, layout, decor, appointments, and location.

  • All room rates, special packages, and promotions.

  • Daily house count and expected arrivals/departures.

  • Room availability status for any given day.

  • Scheduled in-house group activities, locations, and times.

  • All Hotel and departmental policies and procedures.

• Assist team members with their job functions to ensure optimum service to guests.

• Inspect, plan and ensure that all materials and equipment are in complete readiness for service.

• Maintain knowledge of and comply with all departmental policies, service procedures, and standards.

• Access all functions of computer/software systems.

• Other duties as assigned.

 Job Requirements

• Must be a United States citizen or possess a valid work permit.

• Must be able to read, write, and speak English. Fluency in other languages is beneficial.

• Must be able to accurately follow instructions, both verbally and written.

• Ability to work a flexible schedule that may include evenings, weekends, and holidays.

• Must be able to work in a fast-paced environment with urgency and empathy. 

• Outstanding coordination and multi-tasking abilities.

• Professional in appearance and demeanor.

• Ability to learn, understand, and work within POS, PMS, CRM, and other Hospitality specific software systems. 

• Proficient in handling various office equipment, including phone systems and computer software (e.g., MS Office, appointment scheduling software).

• Must have general computer skills including Microsoft Office and Google Suite. 

• Leadership qualities, including the ability to motivate, mentor, and guide team members to achieve their best performance.

• Punctual, dependable, and professional with a strong sense of responsibility and integrity.

• Must have the ability to deal effectively and interact well with guests, vendors, and team members.

• Must have the ability to resolve problems and/or conflicts in a diplomatic and tactful manner.

• State Alcohol Serving Certificate.

Supervision

• Reports to the Front Office Manager or GM

Education and Experience

• High school diploma or equivalent.

• Previous customer service experience required.  

• Previous Front Desk experience preferred.