Job Title: Front Desk Lead

Location: WorldSprings at Grandscape

Position Type: Full Time

Company Overview:

Located at Grandscape in The Colony, WorldSprings is an outdoor hot springs experience offering a variety of mineral pools from around the world that promote health, wellness and social ambience. It’s where wellness meets social. There are family friendly pools, adult-only pools, and cabanas as well as saunas, cold plunge pools and a spa offering massages, body treatments, and facials. Our guests can also enjoy delicious and nutritious food and a variety of alcoholic and non-alcoholic beverages delivered directly to them with the latest technology.

If you are passionate about wellness, state of the art customer experiences and being part of something special, join us!

Position Overview:

The Front Desk Lead plays a pivotal role in ensuring the smooth operation of the front desk and guest experience at WorldSprings. This position is responsible for supervising, coordinating, training and leading the front desk team. The Front Desk Manager will maintain an organized and efficient front desk operation to ensure an exceptional customer experience. This position combines administrative duties with customer service responsibilities.

Key Responsibilities and Essential Duties:

Guest Services:

Performs all duties of the Front Desk Staff Members

• Greet and interact with guests, address inquiries and handle escalated guest issues or concerns promptly.

• Ensure Check-in for our guests is an efficient, educational and positive experience.

• Empower and train staff to resolve minor issues and provide solutions independently.

Team Leadership:

• Recruit, train and supervise the front desk staff and supervisors.
• Schedule shifts and breaks, assign tasks and monitor staff performance.
• Provide ongoing training, coaching, feedback and performance evaluations to foster a culture of continuous improvement.
• Model and hold staff accountable to company policies and procedures.

Administrative Tasks:

• Policy, procedure, corrective action and performance review documentation creation.
• Collecting, tracking, sorting and management of the lost and found.
• Equipment management, supply ordering, inventory tracking and maintaining proper levels of materials used at the front desk.
• Implementation and maintenance of auditing systems for the front desk operations.

Communication:

• Serve as a point of contact between the front desk team and other departments.
• Relay important information, feedback and customer insights to the management team.
• Communicate important information with the front desk staff, such as events and groups onsite etc.
• Contribute to the strategic planning and direction of the company through regular meetings.

Requirements:

• Must have a flexible schedule to be available on holidays, weekends and evenings.
• Potential travel required for retreats, training or development.
• Ability to learn all front desk operations and systems to be able to support team training and troubleshooting.
• Computer skills

Qualifications:

• Bachelor’s degree in business, management and related field a plus
• 2 years of relevant experience
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution abilities
• Proficiency in learning new software and POS applications
• Exceptional organization, time management and customer service skills

Benefits:

• Paid time off
• Holiday pay
• Professional development assistance
• Company discounts

Equal Opportunity Employer