Guest Services Lead

Description

Key Responsibilities

• Leads the guest services team on the assigned shift, including scheduling, attendance confirmation, task assignment, coaching, and performance follow-up to meet occupancy and service demands.
• Directs high-volume check-in and check-out operations, verifies room readiness, assigns accommodations according to priority and availability, and communicates arrival and departure information to supporting departments.
• Maintains real-time occupancy tracking, room status boards, and daily logs covering arrivals, departures, no-shows, extensions, and open service requests.
• Serves as the primary on-site point of contact for resident inquiries, service requests, and complaints; coordinates prompt resolution with the responsible department and confirms closeout.
• Conducts start-of-shift briefings and structured handoffs that cover occupancy, room readiness, pending requests, resident concerns, and required follow-through.
• Coordinates with housekeeping, laundry, maintenance, and administration on room turns, work orders, key control, and access issues to keep rooms available and serviceable.
• Monitors guest services quality standards, reinforces procedures, documents deficiencies, and escalates recurring performance or service gaps to the Camp Manager.
• Prepares and submits accurate shift reports on occupancy, service volume, resolution times, incidents, and open items for Camp Manager review.
• Supports emergency and severe-weather response by accounting for residents, communicating instructions, and assisting with controlled movement or shelter-in-place actions as directed.
• Maintains organized records, key inventories, and front-desk systems while protecting resident information in accordance with company standards.

Skills, Knowledge and Expertise

• Associate's or Bachelor's degree in hospitality, business, customer service management, or a related field, or equivalent operational experience.
• 4+ years of progressive experience in guest services, front desk, lodging operations, or high-volume customer-facing roles, including at least 2 years leading or supervising staff in a shift-based environment.
• Experience in remote workforce housing, large-scale lodging, or comparable austere accommodation settings is strongly preferred.
• Demonstrated ability to manage check-in/check-out workflows, occupancy tracking, room assignments, service request resolution, and shift handoffs under high volume.
• Working knowledge of hospitality and facilities operations, including coordination with housekeeping, maintenance, and administrative teams.
• Strong interpersonal, communication, organization, and decision-making skills, with the ability to remain composed, visible, and resident-focused while working on site in remote West Texas on an assigned 12-hour day or night shift rotation, including weekends and holidays. Must maintain a valid driver's license and meet company and client access requirements.