Guest Service Agent Lead

HHM Hotels is a dynamic hospitality company renowned for its commitment to delivering exceptional guest experiences across its portfolio of hotels. With a strong presence in the industry, HHM Hotels prides itself on fostering an environment where employees are empowered to grow professionally while contributing to the overall success of the organization. This company emphasizes a culture built on the core values of People Are Our Capability, Hearts That Serve, Only Excellence, Stay Nimble, and Own It, showcasing their dedication to service excellence, adaptability, and accountability. HHM Hotels offers both full-time and part-time opportunities, providing competitive wages along with a comprehensive benefits package including medical, dental, and vision health insurance, paid time off, 401k company match, and more.

The Guest Service Agent Lead role at HHM Hotels is a pivotal position that goes beyond traditional front desk responsibilities. As a leader within the front office team, this role requires someone who can not only deliver exceptional guest service but also lead, coach, and support front desk associates to ensure operations run smoothly and efficiently. This position acts as the first point of contact for guest concerns and plays a key role in resolving issues professionally and promptly, maintaining the highest standards of service that align with the company’s mission and vision.

In this role, the Guest Service Agent Lead is also responsible for training and mentoring new team members, ensuring they are well-prepared to uphold the company's standards from day one. They must maintain a seamless operation by adapting quickly to changing needs and demonstrating ownership of their responsibilities and outcomes. Collaboration with various departments is crucial for delivering an integrated and seamless guest experience, making this role essential to the overall guest satisfaction strategy of HHM Hotels.

This position also involves supporting front desk functions such as scheduling, shift coverage, auditing, cash handling, and compliance. The Guest Service Agent Lead ensures accuracy and excellence in all front desk processes, contributing to the efficient daily operations of the hotel. Candidates must be flexible in their schedule as the role requires working nights, weekends, and holidays to meet the operational demands of the hospitality environment.

Joining HHM Hotels as a Guest Service Agent Lead offers a clear growth path starting from Front Desk Supervisor or Sales Coordinator roles, with potential advancement to Front Office Manager or Sales Manager positions. This career trajectory demonstrates the company’s commitment to internal promotion and professional development, making it an excellent opportunity for individuals eager to build a long-term career in hospitality. The work environment is fast-paced and physically demanding, requiring the ability to stand for extended periods, walk, lift up to 25 pounds, and perform other physical activities. Overall, this role is ideal for someone with previous hotel front desk experience, strong leadership skills, and a passion for delivering outstanding guest service in a team-oriented atmosphere.