The Sea Pines Resort · 17 hours ago
Front Desk Lead Inn & Club
Hilton Head Island, SC
Full-time
Onsite
Mid, Senior Level
2+ years expThe Sea Pines Resort is a luxury destination that provides exceptional guest experiences. The Front Desk Lead plays a vital role in ensuring personalized service and operational excellence at the front desk, while mentoring staff and maintaining high standards of hospitality.
HospitalityLeisureResorts
Responsibilities
Deliver a polished, gracious, and personalized guest arrival and departure experience in alignment with Forbes Travel Guide luxury service principles
Anticipate guest needs through active listening, observation, and thoughtful follow-up
Resolve guest concerns promptly and professionally, ensuring recovery efforts exceed guest expectations
Maintain immaculate front desk presentation, including posture, language, tone, and workspace organization, recognizing that Forbes evaluates what is visible and experienced in the moment
Lead day-to-day front desk operations during assigned shifts, ensuring smooth workflow and adherence to policies and procedures
Serve as the primary point of contact in the absence of management
Monitor arrivals, departures, VIPs, special requests, and guest preferences to ensure flawless execution
Ensure accurate room assignments, billing, and system documentation
Coach, mentor, and support front desk staff and model Forbes-level service behaviors
Assist with onboarding and training of new team members, reinforcing brand standards, service language, and appearance guidelines
Provide real-time feedback to the team to elevate consistency, professionalism, and confidence
Foster a collaborative, service-focused team culture rooted in accountability and pride
Partner closely with Housekeeping, Food & Beverage, Engineering, Concierge, Bell Services, and Management to ensure seamless guest experiences
Communicate guest preferences, service recovery needs, and operational updates clearly and proactively
Support leadership with daily reports, shift handovers, and operational follow-up as needed
Consistently demonstrate Forbes core principles: warmth, professionalism, engagement, and attention to detail
Ensure arrival, recognition, and departure moments feel intentional, unrushed, and personalized
Uphold luxury presentation standards, including uniform, grooming, posture, and professional language at all times
Understand that consistency, anticipation, and emotional connection are key drivers of Forbes scoring
Qualification
Required
Minimum of 2–3 years of front desk or guest services experience in a hotel or resort environment
Strong interpersonal and communication skills with a calm, confident demeanor
Ability to resolve guest issues with discretion, empathy, and professionalism
Proficiency with hotel property management systems and basic office technology
Flexible schedule, including evenings, weekends, and holidays
Ability to stand for extended periods and work in a fast-paced, guest-facing environment
Ability to lift up to 25 lbs as needed
Preferred
luxury or Forbes-rated experience
Prior Leadership, Supervisory, Or Lead Experience Strongly Preferred
Company
The Sea Pines Resort
Situated on the southernmost tip of Hilton Head Island and heralded as one of the “World’s Best Places to Stay” by Condé Nast Traveler, The Sea Pines Resort has been welcoming guests for more than 60 years.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase