Lead Front Desk

Arbor Lodging is a leading hotel investment and management company with a growing portfolio of hotels throughout the United States, Mexico, and the Caribbean. We have been entrusted by numerous partners and are approved managers for Marriott, Hilton, Hyatt, and IHG. Our service ethos is proactive and holistic, fostering an environment where guests feel truly welcomed and supported at every interaction. Our culture is people-focused, data-driven, and results-oriented.

Summary:

The Front Desk Lead assists in supervising day-to-day operations of front desks and reception areas for business primarily in the hospitality industry. They train and manage staff, supervise administrative and clerical duties, and address customer complaints and queries.

Duties & Responsibilities:

• Assist staff with expediting problem payments (e.g., problems processing credit cards)
• Follow up with guest regarding satisfaction with guest-related issues
• Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key
• Process all payment types such as room charges, cash, checks, debit, or credit
• Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations
• Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns
• Coordinate with Housekeeping to track readiness of rooms for check-in
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
• Cash guests' personal checks and traveler's checks
• Review shift logs/daily memo books and document pertinent information in logbooks
• Count bank at the beginning and end of shift
• Balance and drop receipts according to Accounting specifications
• Assist with food and beverage inventory and ordering