Front Desk Shift Lead

January 2, 2025
|By Jessica Hale

Established in 1983, The Doorways is a 24/7 hospital hospitality house which provides lodging and support to patients and families who travel to Richmond for critical medical needs. Those who enter our doors find a healing, emotionally supportive environment in a place where community generosity and compassionate care come together.

The Doorways seeks a Front Desk Shift Lead with a positive attitude and a strong desire to help people in need, someone who can work well with others.

Reporting to the Guest Relations Manager and House Manager, the Front Desk Shift Lead will also work closely and collaborate with the PM Supervisor to ensure the Front Desk runs smoothly, efficiently, and accurately. The Front Desk Shift Lead acts as the “face of the organization”, directly supervising any Front Desk agents co-working the desk on a given shift.
Regular weekend availability is a requirement for this position. Please provide your availability to work evenings, nights, weekends, and holidays in your resume.

General Duties and Responsibilities:

  • Works as a Front Desk Agent while coaching team members when needed
  • Ensures company procedures and policies are followed while providing professional, friendly, and engaging service
  • Ensures proper scheduling and staffing of the Front Desk, including emergency coverage
  • Ensures accuracy and security of all guest data
  • Responds to guests’ requests, concerns, and issues in a prompt and professional manner
  • Assists in training Front Desk Agents
  • Promptly identifies and addresses performance challenges of direct reports and coach accordingly
  • Welcomes and registers Guests
  • Handles check-in and check-out activities and prepares reports as requested
  • Coordinates any room issues with Housekeeping and Maintenance
  • Possesses and maintains thorough knowledge of facility, services, policies, room types, hospital shuttle, and hospital referral process
  • Ensures accuracy of information obtained from guests and stored in the Guest Registration System
  • Reaches out to arriving and departing guests to confirm referral status
  • Receives incoming phone calls
  • Maintains accuracy in handling financial transactions
  • Ensures proper communication among The Doorways associates, through use of Daily Pass On Logs and email

Required Skills Knowledge and Abilities:

  • Ability to work a flexible schedule to cover vacancies and meet the needs of the organization with a willingness to work nights, weekends and holidays as needed
  • Manage organizational resources efficiently based on real time data
  • Multitasking, to include guest interaction, data entry, and multi-line phones
  • Leads, trains, and motivates team members
  • Excellent communication and problem-solving skills
  • Solid relationship-building skills, people-focused, highly organized, and guest-centric with an emphasis on satisfactory resolutions
  • Evening, overnight, and weekend availability

Qualifications:

  • High School Diploma or GED; Associate degree preferred
  • 3+ years applicable supervisory, high-performing customer service, and data entry experience
  • Front Desk experience at hotel or professional office preferred
  • Solid computer skills to include core Microsoft Office applications
  • Strong mathematical skills
  • Reliable transportation
  • Must be available weekends and holidays

Salary:

  • Full-Time Hourly/ Non-Exempt: $18-$20/hour
  • Benefits:
    • 401(k) matching
    • Dental insurance
    • Health insurance
    • Vision insurance
    • Free on-site parking
Schedule:
  • Day shift
  • Evening shift
  • Holidays
  • Morning shift
  • Night shift
  • Overnight shift
  • Weekends as needed
Work Location:
  • In person

To apply:

Please submit a resume and cover letter on the Front Desk Shift Lead job listing on Indeed

To be considered for this position, please include the following information in your cover letter or resume:

  • Have you ever been employed by this organization in the past?
  • Do you have family members employed by this organization?
  • Please indicate all relevant experience in your resume.
  • Please indicate your ability to work evenings, nights, weekends, and holidays.
  • Please indicate your willingness to work overtime if necessary.