Resort Front Desk Shift Leader

Overview

The Resort Front Desk Shift Leader supports the daily operations of the front office while helping guide the guest services team to deliver outstanding hospitality. This position assists with supervising front desk activities, supporting team training, resolving guest concerns, and ensuring smooth service throughout each shift. The Shift Leader also performs front desk responsibilities and may step into the Manager on Duty role when needed.

Responsibilities

Primary duties of this position include:

Serve as a leadership presence for the front desk team by providing direction, support, and guidance throughout the shift

Step in as Manager on Duty when scheduled or when operational needs require additional leadership coverage

Welcome guests with a warm and professional approach, ensuring a positive first impression of the resort

Assist with guest check-in and check-out procedures while ensuring all information and payments are processed accurately

Coordinate with other resort departments to ensure efficient communication and timely service for guests

Address guest questions, service requests, and concerns related to resort amenities, local attractions, events, and general property information

Handle guest concerns or complaints promptly and work toward effective solutions that support guest satisfaction

Review and verify guest registration details in the property management system to ensure accuracy of names, payment methods, and reservation information

Assign rooms and adjust room blocks as needed while accommodating guest requests whenever possible

Process financial transactions, including cash and credit card payments, according to company procedures

Submit service requests to housekeeping or maintenance for guest room needs or operational concerns

Maintain accurate control of guest room keys and coordinate re-keying when required

Conduct follow-up calls with guests to ensure satisfaction during their stay

Support and train guest services team members to maintain strong service standards and operational consistency

Assist other front office areas during busy periods or when additional help is needed

Maintain professional standards for cleanliness, safety, and workplace conduct within the department

Encourage clear communication within the guest services team to support smooth daily operations

Perform additional responsibilities as assigned by management Qualifications

Desired qualifications for this role include:

1-3 years of experience in customer service or a supervisory hospitality role preferred

Familiarity with hotel or resort Property Management Systems (PMS) preferred

Ability to work a flexible schedule that may include evenings, weekends, and holidays due to hospitality business needs

Strong decision-making skills with the ability to respond quickly in guest service situations

Reliable transportation

Proficiency with general computer programs such as spreadsheets, word processing, and database applications

Positive attitude and professional approach when interacting with guests and team members

Strong organizational skills and attention to detail

Demonstrated reliability, accountability, and dedication in the workplace

Ability to collaborate effectively with coworkers and other departments

Clear and professional communication skills when working with guests, supervisors, and colleagues

Basic understanding of financial or accounting concepts is helpful but not required

Genuine enthusiasm for delivering exceptional guest experiences What can you look forward to?

All team members enjoy WEEKLY PAY!

Qualifying team members may enjoy the following benefits:

Medical and Dental insurance

Supplemental insurance plans (ex. Vision, Life, etc...)

Paid Time Off

401(k) retirement plan with company match

Bereavement Leave

Jury Duty Pay

Employee Assistance Program

David L. Brittain Scholarship Program

Tuition Reimbursement

Resort Accommodations Discount

And more!

Why choose Brittain?

WE ARE MORE THAN JUST A WORKPLACE...

We love what we do! Joining our team means being a part of a flourishing, culturally diverse, and dynamic group of people focused on creating lasting memories. This is a place where friendships blossom and careers soar. As a company, we continue to grow and we hope you will grow with us.

As leaders in the hospitality and tourism industry, our company is rooted in a strong, caring culture steeped in rich history and respect. Whether you're looking for your first job or your next career opportunity, we offer a wide variety of rewarding roles where your contributions truly matter. You will find your work rewarding as YOU make the difference to each of our guests. Start your journey today and turn a job into a career with Brittain Resorts & Hotels!

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We are an Equal Opportunity Employer of all qualified individuals, including minorities, women, veterans & individuals with disabilities. We participate in E-Verify.