Front Desk Lead

Front Desk Lead Hyatt | RC Hotel 1 LLC 525 Saint Joseph Street, Rapid City, SD 57701 Full-time Full-time

POSITION SUMMARY

The Front Desk Lead provides day-to-day guidance to the front desk team, supporting Guest Service Representatives in their duties and assisting their supervisor with operational oversight. This role focuses on directing workflow, mentoring team members, and handling escalated guest situations, without full supervisory authority.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Assist in directing daily front desk activities to ensure smooth operations and brand-standard service. Serve as a trainer and resource for Guest Service Representatives, providing guidance, coaching, and on-the-job training. Handle guest concerns or escalations professionally and efficiently. Monitor Guest Service Representative performance and workflow, providing feedback to Supervisor when necessary. Support scheduling and shift coverage of Guest Service Representative team members. Ensure guest, room and group event information gathered and data entered is accurate, up to date and properly communicated. Maintain familiarity with property systems, procedures, and local information to support guests. Perform Guest Service Representative duties as needed. Assist with reporting, tracking, and documentation for daily operations. Perform pool monitoring as needed/required by state. Ensure all areas of lobby, front desk and entrances are properly sanitized according to brand. Always wears proper uniform and is warm, welcoming, and genuine. Attend staff meetings as needed. All other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Provides guidance and oversight to front desk staff in the absence of the Front Desk Supervisor, Assistant General Manager, and/or General Manager.

JOB REQUIREMENTS

Customer Service-centric. Can work on your own as well as part of a team. Performs work well with speed, accuracy, and attention to detail. Able to work well in stressful, high-pressure situations. Ability to maintain confidentiality of guest information. Clear and thorough communication skills. Excellent problem-solving skills. Ability to follow directions thoroughly and work with minimal supervision. Ability to comprehend and use computerized reservation system. Able to assimilate complex information, data, etc. from disparate sources and consider, adjust/modify to meet the constraints of particular. Willing and able to work evenings, weekends and holidays; available for flexible scheduling to meet the needs of the department. Must be able to handle a crisis in a calm, effective manner, including upset guests, fire, tornado, armed robbery and assault, bomb threats and accidents. EDUCATION and/or

EXPERIENCE

High School education or GED required to accomplish the essential functions of this job; must be computer proficient and familiar with office equipment.

COMPANY VALUES GRATEFUL.

For all we have, for all we can do to be of service to others. HELPFUL. To our Family and Community, Teammates and Guests. KIND. To all, in everything we do.