Lead Front Desk Agent

Element Calgary
Calgary, AB, Canada

Description

We are hiring a Lead Front Desk Agent!

WHO WE ARE:

At the Element by Westin Calgary Downtown, we believe our employees are the heart and soul of our guest experience. We are committed to fostering a culture of inclusivity, innovation, and personal growth. By joining our team, you’ll be part of a dynamic environment that values sustainability, wellness, diversity, and a passion for excellence.

Element by Westin Calgary Downtown is an all-suite hotel located in Calgary’s vibrant west-end focused on the wellness of our guests and associates alike, with features like an extensive fitness center, healthy breakfast options and our explore-ready Bikes to Borrow program. Our pet-friendly hotel offers suites with fully equipped kitchens, ideal for longer stay guests. In our lobby, you’ll find Wander Café, a relaxed and airy local hangout, while the 12th floor offers Bow & Bend, our signature restaurant and lounge featuring a scenic rooftop patio.

Are you ready to join a fresh, fun team determined to provide meaningful, personalized experiences?

ABOUT OUR OPPORTUNITY

We are seeking a passionate and service-driven Lead Front Desk Agent to support the daily operation of our Front Office team. This hands-on leadership role is responsible for providing shift leadership in the absence of a manager or supervisor, ensuring exceptional guest experiences, championing brand standards, and supporting the onboarding and development of new associates.

The successful candidate leads by example, inspires teamwork, and is committed to delivering warm, personalized service while ensuring operational excellence throughout every shift.

Primary accountabilities include:

• Provide shift leadership and operational support in the absence of a Front Office Manager or Supervisor, ensuring smooth day-to-day operations.
• Lead by example by delivering exceptional guest service and creating memorable guest experiences from arrival through departure.
• Champion brand standards and ensure all front desk procedures, service standards, and guest interactions consistently reflect company expectations.
• Assist with the onboarding, orientation, and training of new Front Desk associates, providing coaching, guidance, and ongoing support.
• Support the continued development of the team by reinforcing best practices, providing constructive feedback, and recognizing successes.
• Respond confidently and professionally to guest concerns, resolving issues promptly while empowering associates to deliver outstanding service.
• Ensure all arrivals, departures, reservations, billing, and guest requests are handled accurately and efficiently.
• Monitor daily operations to ensure cleanliness, organization, and presentation standards are maintained throughout the Front Desk and lobby areas.
• Assist with room assignments, guest preferences, and special requests to maximize guest satisfaction.
• Support communication between Front Office and other hotel departments to ensure seamless guest experiences.
• Complete opening, shift change, and closing responsibilities, ensuring accurate cash handling and balancing procedures are followed.
• Maintain knowledge of hotel services, amenities, promotions, local attractions, and guest programs.
• Ensure compliance with company policies, safety procedures, and privacy standards.
• Foster a positive, collaborative, and professional work environment while promoting teamwork and accountability.

ABOUT YOU

• An experienced Front Desk professional with previous leadership or senior Front Desk experience in a full-service hotel.
• Passionate about delivering exceptional hospitality and creating memorable guest experiences.
• A natural leader who enjoys coaching, mentoring, and supporting the growth of others.
• Confident making decisions and leading a shift in the absence of a manager or supervisor.
• A strong advocate for brand standards, service excellence, and operational consistency.
• An outstanding communicator with exceptional interpersonal and conflict-resolution skills.
• Highly organized with excellent attention to detail and the ability to prioritize competing demands.
• Comfortable working in a fast-paced environment while maintaining professionalism and composure.
• Proficient with hotel property management systems (Opera experience is considered an asset) and Microsoft Office applications.
• Flexible and available to work a variety of shifts, including mornings, evenings, weekends, and holidays.
• Physically able to stand and walk for extended periods and occasionally lift or move items up to 20 pounds.

Benefits of Working for Concord Hospitality

Concord associates earn competitive wages and are eligible to enroll in our comprehensive benefits package. We offer training and development as well as career advancement opportunities. We thrive on reward and recognition and will provide you and your team ample opportunities to shine within the company as well as within the brand.

Working for Concord Hospitality

Concord Hospitality invests in our associates by providing training and development at all levels. Our “Associate First” culture supports and inspires personal development both within the workplace and beyond. Concord’s associates are what our company is built upon, and we strive to recognize them for their hard work, dedication, and commitment to excellence. We value work-like harmony, diversity, and our commitment to provide the best customer service and quality accommodations possible, in every market we exist.

Our cornerstones: Quality, Integrity, Community, Profitability and FUN!

If you are a proven top performer, looking for a culture-rich and award-winning company, and you are ready to represent an amazing brand in a great and thriving location…we may be the perfect fit!

Apply today!