Front Desk Lead Agent

Location: The Charter Hotel - Seattle, WA

JOB SUMMARY

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.

ESSENTIAL JOB FUNCTIONS

• 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.

EDUCATION

• High school diploma or equivalent.

EXPERIENCE

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

SUPERVISORY RESPONSIBILITIES

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.

LICENSES & CERTIFICATIONS

• This position does not require licenses or certifications.

SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions, as well as the ability to communicate effectively with others in English and interact successfully with internal and external customers.

• Ability to adjust effectively to evolving work environments and shifting customer (internal/external) requirements.
• Able to maintain a positive and professional working environment.
• Fosters a culture of excellence.
• Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.
• Proficient in time management; the ability to effectively organize and manage multiple priorities.
• Recognizes an emergency situation and takes appropriate action.
• Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
• Skilled in building and motivating a team, fostering a collaborative environment and inspiring high performance.
• Analytical and problem-solving skills.
• Strong focus on accuracy and precision.
• Ability to work scheduled shifts, follow all timekeeping policies, and comply with federal, state, and local labor regulations, including those related to meal and rest breaks
• Performs well with frequent interruptions and/or distractions.
• Ability to interpret and create policies, procedures, and manuals.
• Able to communicate appropriately and effectively with all levels of management and external stakeholders.
• Knowledge of key industry trends, best practices, regulations, and the current industry landscape.
• Basic math skills.
• Basic knowledge of Google Docs/Microsoft Word.
• Basic knowledge of Google Sheets/Microsoft Excel.
• Basic knowledge of Google Slides/Microsoft PowerPoint.
• Basic knowledge of Gmail/Microsoft Outlook.

DISCLAIMER

This job description provides a general overview of the work performed, including the typical responsibilities and level of duties associated with this position. It should not be construed as an exhaustive list of tasks or obligations for any individual team member. This description does not alter the employment relationship between the Company and its team members.

The Essential Job Functions, Physical Requirements, and Work Environment characteristics outlined are intended to reflect the requirements needed to perform the essential functions of this role effectively. Management retains the authority to modify, adjust, or revoke job duties and responsibilities as needed, and to make reasonable accommodations to enable qualified team members to fulfill the essential functions of their roles.

The Company is an Equal Employment Opportunity (EEO) employer and is committed to providing a work environment free from discrimination and harassment. All employment decisions are made based on merit, qualifications, and business needs without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status/characteristic in accordance with applicable federal, state, and local laws.