Front Desk Lead – Team Leadership Opportunity

About the Company

Hilton Worldwide is a leading global hospitality company, with a portfolio of 19 world-class brands comprising more than 7,200 properties and 1.1 million rooms, in 123 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed more than 3 billion guests in its more than 100-year history. We are committed to creating exceptional experiences for our guests and a supportive, engaging environment for our team members.

Job Description

We are seeking a highly motivated and guest-focused individual to join our team as a Front Desk Lead. This is an exciting opportunity for someone with a passion for hospitality and a desire to grow into a leadership role. As a Front Desk Lead, you will be instrumental in ensuring an outstanding guest experience from arrival to departure, while also providing guidance and support to our front desk team. You will handle complex guest inquiries, resolve issues, and ensure smooth operations, upholding Hilton’s high standards of service excellence. This on-site role is perfect for an organized and empathetic individual ready to take the next step in their hospitality career.

Key Responsibilities

• Supervise and train front desk agents, providing ongoing feedback and support.
• Oversee daily front desk operations, including check-ins, check-outs, and guest services.
• Handle escalated guest complaints and resolve issues efficiently and courteously to ensure guest satisfaction.
• Manage reservation systems and ensure accuracy in guest bookings and billing.
• Conduct regular audits of guest accounts and front desk procedures.
• Assist in scheduling and performance evaluations for front desk staff.
• Maintain a clean, organized, and professional front desk area.
• Uphold all company policies and procedures, including safety and security protocols.
• Collaborate with other departments to ensure seamless guest experiences.

Required Skills

• Minimum of 3 years of experience in a front desk or guest services role within the hospitality industry.
• Demonstrated leadership potential and ability to mentor team members.
• Exceptional customer service and communication skills, both verbal and written.
• Proficiency with hotel property management systems (PMS), such as OnQ.
• Strong problem-solving abilities and a calm demeanor under pressure.
• Excellent organizational skills and attention to detail.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.

Preferred Qualifications

• Associate's or Bachelor's degree in Hospitality Management or a related field.
• Previous experience in a supervisory or team lead role.
• Knowledge of local attractions and services in Provo, UT.
• Multilingual abilities are a plus.

Perks & Benefits

• Competitive hourly wage and opportunities for advancement.
• Comprehensive health, dental, and vision insurance.
• Paid time off, including vacation, sick leave, and holidays.
• Travel discounts at Hilton properties worldwide.
• 401(k) retirement plan with company match.
• Ongoing professional development and training opportunities.
• A supportive and dynamic work environment.
• Employee assistance program.

Apply Now