Front Desk Lead - AmishView Inn & Suites

The Front Desk Lead directly supports the Front Office Manager in leading, training and coaching the front desk team members. The Front Desk Lead works to ensure the highest quality standards in guest relations are met at all touch points. Assists in and is responsible for first and lasting guest impressions to offer resolution on guest matters in the absence of the Front Office Manager. Shares responsibility for clear communication with guests and coordination with all departmental operations of the hotel in accordance with the policies to provide superior service. Schedule flexibility is required for this position in addition to night audit coverage as needed. Essential Duties and Responsibilities Support and help maintain high standards of guest service across departments. Resolves all guest requests, concerns, complaints, and suggestions quickly, efficiently and courteously in a continuous effort to provide exceptional guest service. Encourages and demonstrates positive morale characteristics for all staff following the Company Mission Statement and Core Tenets. Demonstrate working relationships and communication skills conducive to a professional and friendly work environment with all departments. Flexible schedule to assist with covering different shifts as needed, including night audit. In coordination with Front Office Manager, maintain training, coaching and holding team accountable for hotel policies and standards. Greet and interact with guests while presenting a welcoming smile and friendly disposition at all times. Perform all guests check-in and check-out procedures, make reservation cancellations via phone, email or in person. Proficiency in using hotel property management system and third-party booking sites. Accurately describe guest rooms and impart important hotel information to guests. Actively anticipate and address guests' needs. Alert appropriate departments about any special requests. Provide input on guest comments to drive improvements and increase guest satisfaction. Provide information to guests on restaurants and local attractions. Deliver towels, blankets, pillows, etc. to guest rooms and to make up an occasional sofa bed. Develop and maintain a positive relationship with all hotel co-workers, Department Heads, TES Inc. co-workers, and outside vendors. Minimum Qualifications (Knowledge, Skills, and Abilities) Display a positive, professional appearance and friendly demeanor at all times. Availability to work a flexible schedule that includes evenings, weekends, and/or holidays and night audit shifts. Excellent people skills with the ability to interact with guests, all levels of management and employees and ability to "smile" over the phone. Strong communication skills. Will need to relay many critical requests and information across different departments on a daily basis. Ability to capture details and remain organized in busy environments. Ability to problem solve, prioritize and think on one's feet. Enjoy being part of a team leading by example to front desk team members. Enjoy taking initiative and being proactive to ensure front desk team is completing all tasks. Deliver a high quality of work to ensure we are providing top notch service. Comfortable using computers. Highly dependable with a history of consistent attendance and punctuality. Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions. While performing the duties of this job, the team members will be regularly required to perform physical activity that includes moving about the work area, standing for 8 hours at a time, walking, bending, reaching with hands and arms, lifting, pushing, pulling, talking, hearing and smelling. The team members will be occasionally required to stoop, kneel, or crouch. He or she is required to have the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned. The team member will be required to lift, push, pull, lower and/or move up to 10 lbs. frequently, and up to 50 lbs. occasionally. Equal Employment Opportunity Thomas E. Strauss Inc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Note This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship. Reviewed 5/21/2026